Everyone wants to be able to access friendly and professional staff, systems that are simple, easy and available whenever and wherever it suits - the new Draft Customer Experience Strategy 2030 builds on the current customer experience to do just that.

Customer satisfaction has reached record highs, rising from 82.6% in June to 84.4% in July and then 84.6% in August, the highest results since the Voice of the Customer program began, and this strategy will see Council raise the bar further.

The draft Strategy is all about further improving the way people connect with Council, focusing on smoother, more accessible and tailor-made experiences across every channel. Whether you’re jumping online, picking up the phone or popping into the office, Council wants you to have an easy ride from start to finish.

Three main ideas guide the new approach: keep things simple, make the experience seamless and ensure it feels personal. This means ramping up digital services so you can sort things out yourself whenever you like, offering consistent help no matter how you get in touch, and using feedback to make every interaction count.

This would see upgrades to digital platforms, smarter and quicker responses, and a real push to embed customer-first thinking in everything while continuing to improve and meet the changing needs of the community.

Everyone is invited to check out the draft and share their thoughts on the Your Say page. The feedback gathered will help shape the final Strategy, making sure it truly reflects what matters most.