Tell us how to create a great Council customer experience

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Consultation has concluded

Thank you to all who provided feedback as part of this campaign. We greatly appreciate your help in assisting us gain a better understanding of how we can improve our services. The consultation period of this campaign has now concluded.

Fifth Quadrant are currently collating and analysing the feedback collected. An update will be available via this page shortly.

In April 2023, Willoughby City Council adopted a new Customer Experience Strategy.

This Strategy seeks to make life easier for our customers through the delivery of consistent and responsive services that build trust in Council.

To help implement the Strategy, we need to better understand our customers, what they expect from us and what we need to focus on. The Council has engaged Fifth Quadrant, a customer experience research company, to help us with this task.

If you’ve used the Council’s services in the last six months, PLEASE FILL OUT THIS THREE-MINUTE SURVEY to let us know more about your experience and satisfaction levels.

Fifth Quadrant will then review the survey results and invite some survey respondents to take part in more detailed research.

This will include an online discussion forum and one on one interviews where customers will be able to share their feedback and thoughts on:

  • the ways in which they interact with Council
  • any issues experienced when interacting with Council
  • whether their expectations were met
  • what changes we can make to improve your experience.

Customers will be offered incentives to take part in this more detailed research.

Your privacy

Please note, any information you share will be strictly confidential, and your responses will not be linked to you. The online discussion forum is for research and analysis purposes only and is in accordance with the Australian Privacy Principles that apply to market and social research.

Any information disclosed in the online discussion will not be attributed back to you and will be collated amongst other responses and reported on collectively.

Fifth Quadrant is committed to protecting your privacy. Further information about the collection, use, storage and disclosure of your personal information is available on our privacy policy which can be found at: https://www.fifthquadrant.com.au/privacy-policy

Thank you to all who provided feedback as part of this campaign. We greatly appreciate your help in assisting us gain a better understanding of how we can improve our services. The consultation period of this campaign has now concluded.

Fifth Quadrant are currently collating and analysing the feedback collected. An update will be available via this page shortly.

In April 2023, Willoughby City Council adopted a new Customer Experience Strategy.

This Strategy seeks to make life easier for our customers through the delivery of consistent and responsive services that build trust in Council.

To help implement the Strategy, we need to better understand our customers, what they expect from us and what we need to focus on. The Council has engaged Fifth Quadrant, a customer experience research company, to help us with this task.

If you’ve used the Council’s services in the last six months, PLEASE FILL OUT THIS THREE-MINUTE SURVEY to let us know more about your experience and satisfaction levels.

Fifth Quadrant will then review the survey results and invite some survey respondents to take part in more detailed research.

This will include an online discussion forum and one on one interviews where customers will be able to share their feedback and thoughts on:

  • the ways in which they interact with Council
  • any issues experienced when interacting with Council
  • whether their expectations were met
  • what changes we can make to improve your experience.

Customers will be offered incentives to take part in this more detailed research.

Your privacy

Please note, any information you share will be strictly confidential, and your responses will not be linked to you. The online discussion forum is for research and analysis purposes only and is in accordance with the Australian Privacy Principles that apply to market and social research.

Any information disclosed in the online discussion will not be attributed back to you and will be collated amongst other responses and reported on collectively.

Fifth Quadrant is committed to protecting your privacy. Further information about the collection, use, storage and disclosure of your personal information is available on our privacy policy which can be found at: https://www.fifthquadrant.com.au/privacy-policy