https://letstalk.scenicrim.qld.gov.au/customer-effort-score-surveyCustomer Effort Score Survey
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Scenic Rim Regional Council (Council) is continuing to meet its commitment to the delivery of the Scenic Rim Regional Council Customer Experience Strategy 2021-2023(External link) which guides us operationally to make the necessary changes to improve our customers' experience.
We have listened and engaged with the Scenic Rim community and Council employees, outlined in the Customer Experience Improvements Plan to further operationalise our transformational journey in becoming a truly customer-centric organisation where we put customers at the heart of everything we do.
In 2022, a Customer Satisfaction Survey (Phase 1) was delivered to better understand community and customer views on the importance of the services, facilities and programs being delivered to them and their satisfaction with Council in the delivery of these services. These activities form part of the customer survey framework which identifies different surveys to be conducted over a five-year rotation.
This year, we are gathering data for the Customer Effort Score Survey (Phase 2), a key milestone identified in the Scenic Rim Regional Council Operational Plan 2022-2023(External link) and as a rolling annual survey program moving forward.
The aim of this project is to gain a better understanding of the process customers go through when seeking assistance and services from Council to measure customer service holistically to improve the time and effectiveness in resolving customer issues.
Customers interact with us in many ways and for many different reasons and we would like to understand how 'easy' it is to interact with Council. This survey and subsequent surveys will provide Council with an opportunity to collect data for further benchmarking standard for future comparison to assist with future planning to improve our customers' experience with Council.
Survey submissions will be accepted by Council between 1 June and 17 July 2023.
You can complete the survey online (in the below section), alternatively you can download the hardcopy survey form from the 'key documents' section of this page and send to Council via email, post or in person.
Please email the completed form to
mail@scenicrim.qld.gov.au(External link) or post your form to PO Box 25, Beaudesert QLD 4285 or drop it off at one of Council's Administration or Customer Contact Centres. Please mark your submission to attention Customer Care and Engagement Team.
We encourage individuals, local business and community groups and organisations to share this information with their existing networks to support and further promote Council's Customer Effort Score Survey . If you would like to receive updates and outcomes of this survey, please 'subscribe' to this project page to receive notifications and updates.
Participants who complete this survey will automatically go into the draw for a chance to win one of five $100 Shop Scenic Rim Gift Cards.
To enter, please provide your name, email address and telephone number at the end of the survey so Council can contact the lucky winners. Competition terms and conditions apply, please refer to the 'key documents' section on this page or request a copy from one of Council's Administration or Customer Contact Centres.
Prize winners will be announced on 4 August 2023.
We want all of our customers’ future experiences with us to be as easy as possible, open and honest, and designed for their convenience. Thank you for your participation to help improve Council's service delivery, begin the survey now!
Survey
Customer Effort Score Survey
114 responses
The intention of the survey is to acquire a holistic understanding of customer effort of Council services and has been specifically designed for customers to complete easily and within 5 -10 minutes.
When you commence the survey, there will be questions about yourself (will not identify you). This lets Council capture important demographic data from the Scenic Rim region.
Please select which Council services and activities you have recently connected with. Then rate your level of satisfaction, focusing on how easy your experience was, with each of the listed services. If you didn't connect with a particular service, feel free to skip over the services which you feel are not applicable.
Survey submissions will be accepted by Council between 1 June and 17 July 2023.
Council will report back to the community with what we've heard from you and how Council will be using this information.
Participants who complete this survey will automatically go into the draw for a chance to win one of five $100 Shop Scenic Rim Gift Cards. Prize winners will be announced on 4 August 2023.
To enter, please provide your name, email address and telephone number in the last question of the survey so Council can contact the lucky winners. Competition terms and conditions apply, please refer to Let's Talk Scenic Rim
https://letstalk.scenicrim.qld.gov.au/ or request a copy from one of Council's Administration or Customer Contact Centres.
Thank you for your participation to help improve Council's customer service, begin the survey now!
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