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This article was published on Wednesday, 14 August, 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 The information contained within may be out of date or inaccurate.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 feedback sought to improve customer experience with Council

In Summary

Council is launching a Customer Experience survey next week to gather community feedback on interactions with the Council over the past three to four months.
The survey is part of a project conducted by consultants from CSBA, aimed at improving Council services and customer experience based on community input.
Residents contacted by CSBA are encouraged to participate, with the survey focusing on how queries were resolved and identifying areas for improvement.
Feedback from the survey will inform the development of the Council's Customer Service Strategy and Charter for 2024-2028, enhancing service delivery and communication methods for the community.

The Customer Experience project is being conducted by consultants from CSBA and the community’s feedback on their experiences and expectations when dealing with Council will assist in identifying ways to improve on the way it delivers services, and how to provide the best customer experience in the future.

While the Customer Service team is the first point of contact for most 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.

Contact with Council can include anything from applying for a building permit, lodging a complaint about an overgrown tree or a drainage issue, or an enquiry about kindergarten or child care.

Council is encouraging those contacted by CSBA to take part in the survey, which will include questions about how they contacted Council, how their query was resolved and where improvements can be made.

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 communication methods for our diverse community.

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