Hundreds of Fraser Coast residents who have interacted with Council over the past three months are set to be surveyed about their experiences as the Council works to improve its service delivery to the community.
Fraser Coast Regional Council CEO, Ken Diehm said Council was committed to delivering the best possible services to the community and had engaged a market research company to survey residents to understand how it was performing in comparison to other councils across Australia.
“Council delivers a broad range of services to the community, ranging from water supply and waste collection through to maintaining parks and playgrounds, assessing development applications and responding to animal management issues,” he said.
“Our community is central to everything we do and we have engaged independent market researchers CSBA to do a customer experience survey to ensure we are delivering the best possible service and meeting the needs of the community.
“It will be entirely optional for those contacted to participate in the survey but we encourage residents to take part as the feedback provided will help us to help you.
“The survey will not only identify areas for improvement, it will help us benchmark our performance in comparison to Councils across the country.”
Mr Diehm said Council received almost 100,000 calls last financial year (2019/20) and almost 25,000 people attended Council’s customer service centres in Hervey Bay, Maryborough and Tiaro.
“Council aims to action 80% of requests at the first point of contact as part of our Customer Experience Charter,” he said.
“Almost a quarter of the calls we receive relate to rates payments and enquires, while 11% are animal related, 10% are about waste issues, about 6% are water related and 5% are development enquiries.”
