Customer Experience Strategy 2024-2027 draft

Consultation has concluded

We're committed to improving how our customers access and experience our services.

Our aim is simple: to ensure all interactions with us are seamless and positive.

By focusing on making our services more accessible, efficient and responsive, we want our customers' dealings with us to be straightforward and hassle-free.

Our new Customer Experience Strategy provides a roadmap to how we plan to better support our customers in the future, by tailoring our services to meet our community's changing needs and expectations.

What's it all about?

The Draft Customer Experience Strategy includes four Customer Commitments we make to our community.

  • Easy to deal with: By making it easy to access our services and information.
  • Responsive: By being proactive in responding to your needs.
  • Courteous and considerate: By listening and understanding your needs and expectations.
  • Consistent in our level of service: By being reliable and meeting our service level standards.

What we'll focus on

  • Customer Insights: We want to understand our customers better – their needs, preferences and how they feel about our services. This means we're putting a focus on gathering feedback and insights directly from customers, ensuring our services align with what's most important to our community.

  • Customer-Centric Culture: We're developing a culture where every interaction with us is respectful and considerate. Every member of our team is being encouraged to think about how their actions impact your experience with us.

  • Improving Our Services: We're on a mission to streamline our operations to make our services more efficient, accessible and enjoyable for you. Whether it's reducing wait times or simplifying processes, we're optimising how we work to serve you better.

  • Embracing Technology: By leveraging the latest in technology and data analytics, we're aiming to provide services that are not only more accessible but also tailored to meet your needs.

Get Involved

Your feedback is invaluable to us. Whether it's through our online survey, a written submission, or a face-to-face discussion at one of our community pop ups, we're listening.

This is your opportunity to shape the future of service delivery in Mitchell Shire.

  • Take a look at our Draft Customer Experience Strategy and our Customer Commitments online
  • Pick up a copy from one of our Customer and Library Centres or contact us on 5734 6200
  • Come and see us in person, details under the Pop-ups section of this page
  • Let us know if we're on the right track or if there's something we've missed by providing your feedback

Closing date

The survey has been extended to 9am Thursday 28 March.

What happens next

Once the submissions close and the data is reviewed, the policy will be updated and will be reported back to the community once it has been adopted by council.

We're committed to improving how our customers access and experience our services.

Our aim is simple: to ensure all interactions with us are seamless and positive.

By focusing on making our services more accessible, efficient and responsive, we want our customers' dealings with us to be straightforward and hassle-free.

Our new Customer Experience Strategy provides a roadmap to how we plan to better support our customers in the future, by tailoring our services to meet our community's changing needs and expectations.

What's it all about?

The Draft Customer Experience Strategy includes four Customer Commitments we make to our community.

  • Easy to deal with: By making it easy to access our services and information.
  • Responsive: By being proactive in responding to your needs.
  • Courteous and considerate: By listening and understanding your needs and expectations.
  • Consistent in our level of service: By being reliable and meeting our service level standards.

What we'll focus on

  • Customer Insights: We want to understand our customers better – their needs, preferences and how they feel about our services. This means we're putting a focus on gathering feedback and insights directly from customers, ensuring our services align with what's most important to our community.

  • Customer-Centric Culture: We're developing a culture where every interaction with us is respectful and considerate. Every member of our team is being encouraged to think about how their actions impact your experience with us.

  • Improving Our Services: We're on a mission to streamline our operations to make our services more efficient, accessible and enjoyable for you. Whether it's reducing wait times or simplifying processes, we're optimising how we work to serve you better.

  • Embracing Technology: By leveraging the latest in technology and data analytics, we're aiming to provide services that are not only more accessible but also tailored to meet your needs.

Get Involved

Your feedback is invaluable to us. Whether it's through our online survey, a written submission, or a face-to-face discussion at one of our community pop ups, we're listening.

This is your opportunity to shape the future of service delivery in Mitchell Shire.

  • Take a look at our Draft Customer Experience Strategy and our Customer Commitments online
  • Pick up a copy from one of our Customer and Library Centres or contact us on 5734 6200
  • Come and see us in person, details under the Pop-ups section of this page
  • Let us know if we're on the right track or if there's something we've missed by providing your feedback

Closing date

The survey has been extended to 9am Thursday 28 March.

What happens next

Once the submissions close and the data is reviewed, the policy will be updated and will be reported back to the community once it has been adopted by council.