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Council working to improve customer satisfaction

Council working to improve customer satisfaction

Monday, October 02, 2023

A focus on making interactions easier for customers, a new customer hub in Whittlesea Township and bringing more Council services online are just some of the improvements the City of Whittlesea is implementing to make life easier for its residents.

Council has embarked on a program of improvement with the recently released Local Government Community Satisfaction survey results re-affirming further improvements were needed.

The City of Whittlesea showed improvement in the waste management category and the arts centres and libraries category.

The performance scores across categories including value for money, community consultation, making community decisions, sealed local roads, customer service and overall Council direction were less favourable right across Victoria, than last year.

While the City of Whittlesea continued to out-perform similar Councils across the categories, there was still room for improvement.

Chair Administrator Lydia Wilson said Council had already committed to a program of improvements to enhance its customer experience.

“While there is still room for us to improve, I think these results indicate a broader sentiment in the community at the moment where the cost of living and other pressures is impacting satisfaction levels,” she said.

“The City of Whittlesea is committed to improving our interactions with our community and we have seen some improvements based on our own research.

“Last year we initiated a post-interaction survey with our customers and our results show an increase in customer service satisfaction from 48% in November 2022 to 83% in June 2023.

“We are rolling out a program of digitising our services and in August we opened the Whittlesea Service Hub to make it easier for residents in the north of our municipality to interact with Council,” Lydia said.

“We will continue to work to ensure we are delivering excellent services to the people who live and work in the City of Whittlesea.

*The Local Government Community Satisfaction survey was conducted across a variety of Victorian Councils during February and March in 2023 by JWS Research on behalf of the Department of Environment, Land, Water and Planning (DELWP). It surveyed 1200 City of Whittlesea residents via a phone call.

Results of the survey have been published on Council’s website at