2022.097 Customer Experience Review

Summary and scope

The Mount Barker District Council (“Council”) is seeking to engage a suitably qualified consultant to conduct a Resident Satisfaction Survey with results informing a Customer Experience Review, inclusive of the Adoption of a new Customer Service Vision and the Development of a Customer Service Strategy/Improvement Plan for the Organisation. Customer Experience and Resident Satisfaction are key pillars of the Council’s Community Plan. In addition, the development of a Customer Service Strategy/Plan has been identified as a key deliverable, both in the higher-level strategy of the organisation and in the most recent Annual Business Plan. It is envisioned that this proposed Customer Experience Review will analyse all aspects and functions of the organisation through a Customer experience, consulting with Council, administration and the community to determine a CX Vision for the organisation and delivering a Customer Service improvement plan/roadmap) for the organisation to action in order to achieve this vision.