Council’s annual Customer Service Evaluation Survey: How are we doing?

18 May 2021

Southern Downs Regional Council is inviting community feedback through the annual Customer Service Evaluation Survey to provide insight and direction into Council’s customer service performance.

With changes in the way we interact impacted on a global scale, Council has had to re-assess its customer service communication channels to move with the times, and this latest survey will provide important data on how residents prefer to interact with Council, gather suggestions for improvements and reveal how different geographical areas across the region contact Council’s customer service team.

Southern Downs Councillor, Cynthia McDonald said that the recent introduction of the new webchat service had been an innovative game-changer in connecting rural and hearing impaired residents to better customer service.

“When COVID-19 changed the way we all do business, Council re-evaluated its customer service model and introduced new initiatives to ensure its staff could continue to field enquiries and service the information needs of the community,” Councillor McDonald said.

“Council adjusted opening hours of the administration buildings in Warwick and Stanthorpe to allow the service team more time to clean and sterilise the customer service environment at the start and end of each day and launched a new webchat feature on the SDRC website.

“Instant messaging not only improves service delivery outcomes when physical access is restricted, but also provides an avenue for residents who are hearing impaired or prefer written communication to experience the same quick service as those who phone or visit Council in person.

“Staff in our Customer Service Centres in Stanthorpe and Warwick continue to work hard on the frontline of Council’s service team and I have seen first-hand how they approach each enquiry with respect and courtesy.”

The Customer Service Evaluation Survey can be completed in person by visiting one of the Customer Service Centres or online at http://bit.ly/SDRCMR_CS_Survey.

Council assures residents participating in the survey that personal information will not be compromised or used in any discussion raised from the information generated in the survey.