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Seeking real time customer feedback

Seeking real time customer feedback

Friday 15 January 2021

Bass Coast Shire Council is rolling out a Customer Experience Survey over the coming months.

The community will be invited to participate in a one-minute Customer Experience Survey at Council’s Customer Service and Visitor Information Centres, as well as following contact with Council’s Waste and Planning Teams.

The survey will provide data that will allow Council to improve its service delivery and customer satisfaction. Council will also be able to map and relate feedback to real-time interactions and will have the ability to respond to feedback.

Bass Coast Shire Mayor, Cr Brett Tessari, said the surveys will allow for continuous improvement when it comes to providing services to the community.

“Whether they come in for some caddy liners, to pay a bill, or to get information about Bass Coast attractions, we want our customers to have a positive experience, every time,” Cr Tessari said.

“The feedback we receive through this short survey will help us to keep customers at the centre, while allowing for improvement in all areas of service.”

There will be several ways for customers to complete the survey following contact with Council.

At the Wonthaggi Customer Service Centre, Phillip Island Visitor Information Centre and the Inverloch Community Hub, customers will be able to complete the survey on a tablet device.

Customers who interact with Council’s Planning and Waste Teams can start to expect invitations to the complete the survey via email, SMS, or a link to Council’s website.

Glenn Holland and Emma Checkley with their tablet device at the Phillip Island Visitor Information Centre in Newhaven.