Northern Beaches Council has continued to strengthen its focus on listening to the community and improving service delivery and is now inviting the community to provide feedback on its latest improvements in the Draft Customer Experience Strategy 2030.

 Mayor Sue Heins said recent feedback indicates residents value friendly and professional staff, clear communication and timely resolutions and this strategy keeps us aiming higher.  

“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. These results demonstrate the positive impact of Council’s ongoing customer-centred initiatives, including enhancements to digital platforms, improved response processes, and stronger collaboration across teams.

“However, we need to continue to strive to raise the bar on customer service and this strategy looks at how we can continue to improve our approaches now and into the future.”

The draft Strategy sets out Council’s vision to enhance how residents, businesses and visitors engage with Council services, aiming to deliver an even more seamless, accessible and personalised customer experience across all touchpoints.

“Our residents have told us they want it to be even easier to interact with Council, whether that’s online, over the phone, or in person. We’ve listened, and this Strategy is about making sure everyone can access the services they need, when and how it suits them.

The draft Strategy identifies three key directions: Make It Easy, Make It Seamless, and Make It Personalised. These directions are underpinned by targeted actions including enhancing digital platforms, improving consistency across all service channels, and using customer insights to personalise interactions.

“Council is committed to being proactive and responsive to the evolving needs of our community. By focusing on customer experience, we are aiming to build confidence and trust with our residents, ensuring that issues and enquiries are resolved efficiently and effectively,”

“I encourage everyone to take a look at the draft and let us know what’s important to you. Your feedback will help shape the final Strategy and ensure Council continues to meet the needs of our diverse community,” Mayor Heins said.

For further information or to provide feedback, visit the Northern Beaches Council Your Say page.