Ipswich in Summer 23-24

COUNCIL EXCEEDS CUSTOMER SERVICE BENCHMARK

Council is continuing to work hard to improve its customer service.

Efforts to provide improved customer service for Ipswich residents are paying off with Ipswich City Council exceeding the local government sector benchmark for quality assurance, according to an independent assessment. Independent industry experts CSBA The Customer Experience Experts gave council an overall quality assurance score of 61.6 per cent, which is higher than the 51.8 per cent local government sector benchmark. CSBA made 78 calls to council between 1 April 2022 and 31 March 2023, assessing against a quality assurance framework based on three pillars of best practice – success, ease and sentiment. The improvement was a direct result of council’s three-year Customer Experience Strategy.

Council receives a high volume of interactions with residents and other customers, recording almost 16,000 customer service calls in June, more than 1,300 face-to-face interactions, about 7,300 customer service emails and 5,300 customer service interactions online. In August, council launched its Customer Charter outlining an ongoing commitment to providing professional and seamless services to the community. Council has also upgraded its Snap Send Solve channel to make it easier for residents to have community issues addressed.

To view council’s new Customer Charter, visit Ipswich.qld.gov.au/customercharter