Customers' feedback provides opportunities for service delivery improvement

Community feedback has identified opportunities for Scenic Rim Regional Council's continued improvement in engaging with its customers. 

In line with Council's commitment to put customers at the heart of its service delivery to the community, results of the 2023 Customer Effort Score Survey tabled at today's Ordinary Meeting have provided valuable insights into customers' experiences in dealing with Council. 

Council-owned facilities, Council's events and cultural programs and its waste services received the highest scores in the survey, with most respondents living in the Tamborine Mountain, Beaudesert and Kooralbyn areas. 

Following the Customer Satisfaction Survey in 2022, the Customer Effort Score Survey in 2023 aimed to capture community feedback to measure the effort required by customers in dealing with Council. 

Some 128 survey responses were received, either through Council's Let's Talk Scenic Rim online community engagement platform or hard copy forms. 

The survey results have provided a benchmark for future surveys and will help Council to plan and prioritise continuous improvement initiatives. 

While Council received an overall Customer Effort Score of 67 from a possible score of 100, Council-owned facilities scored 93, Council-run events and programs scored 83 and waste services 81. 

Scenic Rim's Community, Arts and Culture Portfolio Councillor Michael Enright said Council was continuing to move towards becoming a more customer-focused organisation. 

"As in all service-based industries, Council is under increasing pressure to improve the way in which it interacts with its customers and determining the services it provides to the community," he said. 

"Council is committed to being a contemporary and customer-focused organisation and is grateful to members of the community whose feedback will help to shape our service delivery."