Customer Effort Score Survey

The Scenic Rim Regional Council remains committed to improving our customers' experiences of, and interactions with Council, to enable us to become a truly customer-centric organisation; placing customers at the heart of everything that we do.

Underpinned by the Scenic Rim Customer Experience Charter and Scenic Rim Regional Council Customer Experience Strategy 2021-2023, Council has engaged with the Scenic Rim community through a series of surveys to make changes necessary to improve our customers' experience.

This series of surveys form part of the Customer Survey Framework which identifies different surveys to be conducted over a five-year rotation.

In 2022, a Customer Satisfaction Survey (Phase 1) was conducted to better understand community and customer views on the importance of the services, facilities and programs being delivered by Council, and their satisfaction with Council in the delivery of these services. You can read the report here.

In 2023, the Customer Effort Score Survey (Phase 2) was undertaken. The purpose of this survey was to capture community feedback about how ‘easy’ it was to interact with Council by:

• measuring the effort required by customers to complete a service,
• providing a benchmark for future Customer Effort Surveys,
• providing results to the community, and
• using the results to help plan and prioritise continuous improvement initiatives.

The aim of this survey was to gain a better understanding of the processes customers experience when seeking assistance and services from Council, in order to improve the timeliness and effectiveness in resolving customer issues.

Survey submissions were accepted by Council between 1 June and 17 July 2023, and were completed both online and as a hardcopy.

The Customer Effort Score Survey generated:

• 283 visits
• 198 aware participants
• 133 informed participants, and
• 120 engaged (online) participants.

Council received an overall Customer Effort Score of 67 out of a possible total of 100. The success criteria applied for this project considered a score of 75 and higher as aspirational and 74 and lower as providing opportunities for improvement.

Council received valuable feedback about areas for improvement and will be working with the relevant teams within Council to address the feedback. The results have provided a benchmark for future surveys and will help Council to plan and prioritise continuous improvement initiatives.

You can find the results summary here.

The Scenic Rim Regional Council continues to meet its commitment to the delivery of the Scenic Rim Regional Council Customer Experience Charter, which guides us operationally to make the necessary changes to improve our customers' experience.

This survey and subsequent surveys provide Council with data to assist with future planning and to continuously improve our customers' interactions with Council services and products.

Thank you to everyone who, through their feedback, has helped shape Council’s service delivery.