Customer Experience Strategy

Adopted Tuesday 13 February 2024

At the Council Meeting on Tuesday 13 February 2024, the Customer Experience Strategy 2024 - 2027 was adopted.

Thank you to all of the community members and stakeholders who informed and commented on the Strategy during the consultation and throughout the public exhibition period.

Consultation

The Draft Customer Experience Strategy 2024 – 2027 has been developed to create a shared vision and strategic approach to customer experience across the organisation. The Strategy aims to improve customer satisfaction, current levels of service and enhance the community’s experience when interacting with Council. It outlines Council’s commitment to enhancing customer experience for those who live, work, visit and do business in the Burwood Local Government Area (LGA). Importantly, it also sets out a four-year roadmap for building a better customer experience when interacting with Council. This Strategy has been developed through an extensive process of research, data analysis, customer feedback and community engagement.

If you have feedback about any aspect of the Draft Customer Experience Strategy we encourage you to make a submission by Tuesday 23 January 2024 using the online form below.