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This article was published on Wednesday, 31 July, 2024. The information contained within may be out of date or inaccurate. News articles and media releases older than 60 days are archived for future reference.

Community to be surveyed on their customer experience with Council

In Summary

Council is conducting a Customer Experience Survey to gather community feedback on its customer service delivery.
The survey, managed by the Customer Service Benchmarking Australia (CSBA), aims to assess interactions across all Council departments.
Community members who have interacted with the Council in the past three to four months may be invited to participate.
Survey results will inform the development of the Council’s Customer Service Strategy and Charter for 2024-2028.

A Customer Experience Survey will be conducted by Customer Service Benchmarking Association (CSBA), the consultants appointed to the project.

“If you have had contact with Council over the last three to four months, either by phone, in person or via email or the website you may be invited by CSBA to participate in a phone or online survey,” said Council’s Director Corporate Service, Chris Teitzel.

“While the Customer Service team is the first point of contact for Council enquiries and the team plays an important role in answering questions, providing information, dealing with complaints and receipting payments, they are not the only team who deal with customers.”

Mr Teitzel said a customer’s experience with Council was more than just talking with the Customer Service team, it applied to every department and staff member within the organisation that communicates with customers.

“If you are phoned or emailed to participate in the survey we encourage you to take up the offer to provide feedback. We want to know what is important to our community in regard to how they contact us, our accessibility, how their enquiry was resolved and where we can improve our interactions with residents,” Mr Teitzel said.

“This could include anything from applying for a building permit, lodging a complaint about an overgrown tree or a drainage issue, to an enquiry about kindergarten or child care.”

The survey company will identify themselves and seek permission to conduct the survey. They will not be asking for information such as bank account details. If you have any concerns about the legitimacy of the survey, please contact Council.

The information received through this survey will help Council develop its Customer Service Strategy and Charter 2024-2028, which will guide changes and develop the delivery of information and communications methods.

For further information, please call Council on 5832 9700 or email council@shepparton.vic.gov.au