Working closely with metro and regional local governments across Australia has brought us an in-depth and intimate understanding of the challenges councils face when it comes to customer experience.
Over the years, these many different relationships have allowed us to bring councils together and design syndicated research programs that allow local government to:
Dozens of local governments across the country participate in CSBA’s syndicated research programs. Why? Because they deliver the data, insights and understanding they need to do better and be better for their customers.
LG CXB is a bi-annual research program designed to provide local governments with an in-depth understanding of the customer experience. It explores:
Fieldwork is conducted in March and October each year using both:
telephone interviews
email surveys
LG VOC is an ongoing post-contact customer feedback and satisfaction survey program, providing councils with valuable insight into the customer experience, from the eyes of the customer. The survey question explore:
Fieldwork is ongoing and constant, with participants deciding how and when to invite customers to complete a web-based post-contact survey.
online survey – sent via SMS or email
Dozens of Australian councils choose to participate in our independent, best-practice, syndicated research programs, including:
