Local Government Syndicated Customer Experience Benchmarking (CXB) Program

Experience your council's services through your customers' eyes.

This annual research program enables your council to understand your customer’s experiences at all touchpoints in your organisation – not just with the contact centre. Plus, the benefit of sector benchmark results to see how you compare and what good looks like.

What experiences are you delivering to your customers?

“You ring them to tell them about the issue and it just seems like you don’t get listened to. You’re just another number and you’ve got to keep on chasing them up to have a resolution.”

“Once I got through, I was able to get all the information I needed from the lady. At the end she said, ‘Did you want me to send all that through on an e-mail? I was like, that would be great!”

Click to hear customer feedback directly

Participating in CXB 2024 will provide you with better insights to help you create better experiences.

Your CXB report will help you to:

  • UNDERSTAND the customer journey and impact on overall satisfaction
  • MEASURE how your departments provide customer service and service delivery
  • INDENTIFY areas that impact satisfaction the most for change and investment if needed
  • COMPARE your departments and benchmark your overall performance against the sector

Your goal is to improve customer experience while making a positive impact on your bottom line. You can do this by controlling the controllables. You can only control what you know.

The data collected in the annual Customer Experience Benchmarking Survey is vital to providing insights in how we are performing, and how our customers feel about our services. Service Excellence is one of our core values at Glen Eira City Council, and being able to measure critical performance metrics is one of the main ways we can track our progress and improvement across years of service. Benchmarking these metrics against other organisations allows us to further track evolving customer expectations and needs, and provides us with actionable data that we use to tailor our service delivery to meet their expectations.

Kellie Vise – Director, Customer & Community Experience, Glen Eira City Council

Online intuitive and interactive dashboard reporting plus customised report and presentation.

Your customised report will be presented at the completion of the program, providing you with analysis, summary and recommendations*.

Highly visual, easy-to-use online reporting dashboard allows you to slice and dice your data to delve deeper and analyse with ease.

* Report content is dependent on the package selected.

For more information about the 2024 program, please provide your details below and we'll be in touch:

A few of our clients