The 'customer experience' (or 'CX') refers to the feelings and perception a customer has about Council, caused by their interactions with our services, systems and staff.

Three key drivers to a great customer experience are:

• Effort (ease of getting something done)
• Effectiveness (what you wanted done, is done right)
• Emotion (how you felt about it)

This differs from traditional 'customer service'. Customer service is a key piece of the customer experience, but not the only part.

It is the help or advice given to people wanting to use our services. Interactions with customers by telephone, face to face, online and correspondence are the common ways we provide customer service to you. We also have a dedicated customer service team to help in these ways.

What do we mean by 'Customer First'?

Being customer-first (or customer-centric/customer-focused) relates to how we put customer needs and expectations at the centre of our decisions and service delivery.