Welcome to our charter it tells you, our customer, what you're entitled to when interacting with us.
It's all about making sure we stick to our three key commitments:
- Simple and Easy
- Consistent Experience
- Feedback and Continuous Improvement
Why is this important? Because we care about every customer interaction, and we want you to have an easy and consistent experience.
We've been listening to our customers for quite a while, taking on your feedback and making changes. We conduct surveys every three months at the end of service requests to understand how we're doing and where we can improve. If you use our online Customer Service Centre we also ask how simple and easy it is to use and we conduct larger telephone surveys every couple of years to understand your satisfaction with Council. So next time you receive an invitation to respond to a quarterly survey, please let us know how we're doing. Or, if you don't think we have lived up to our commitments recently, complete our customer survey to let us know what we can do to improve.
We understand you'd rather be out tending to the garden, playing with the kids, or chasing that next perfect wave than talking to us on the phone; and we're OK with that! We are devoted to simply and easily resolving issues in our community.
Based on our survey conducted in June 2024, 73% of customers said they had a simple and easy experience when dealing with Central Coast Council. Customer Effort Score is measured by asking our customers “overall, how easy was Council to deal with?”.
Customer Effort Score
We recognise everyone, each piece of our community plays an important part in the whole wellness of our region. This is why we are devoted to delivering comparable and fair experiences to every person who contacts us.
Based on our survey conducted in June 2024, 68% of our customers are satisfied with the way their query was managed. Customer Satisfaction Score is measured by asking our customers "overall, how satisfied are you with the way your query or request was managed?".
Customer Satisfaction Score
Contrary to what our parents might think, we are not perfect; but we are trying! We highly value your feedback as we strive to improve how we service our community and beautiful region. Help us, help you.