LODDON Shire Council says its customer service always goes above and beyond in helping the public – a fact recognised year after year in Community Satisfaction Surveys – but there’s always room to improve and we want you to help us do that.
Council will released its draft customer experience strategy 2025-2029 for public comment after it was presented at Tuesday’s meeting.
The draft strategy seeks to build a customer-driven culture through a variety of means, but also by building on the good work of a previous strategy adopted in 2018.
It highlights the importance of providing a responsive, accessible and efficient service to all customers and the value of using a blend of traditional and modern systems and processes to deliver a positive customer experience.
The draft strategy also made use of community feedback earlier this year in towns across the shire seeking information in a range of things from preferred methods of payment to how residents preferred to interact with council staff.
Those results confirmed the need for an approach mixing modern and traditional methods – residents preferring to pay online but wanting to speak to someone in person over the phone.
Mayor Dan Straub said customer service was how most residents interacted with Council and it was important to get it right.
“While residents are positive about the service they get from staff in the annual community satisfaction survey, we can always do better and this strategy guides us in how to do that.”