Waverley Council is currently devising a new Customer Service Strategy which is aimed at improving the overall experience and satisfaction of our customers and making us easier to do business with. To achieve this we will be conducting research to better understand the existing customer experience.

We would like your feedback on the following:

  • The ways in which our customers contact us and how easy it is for customers to reach us
  • What is important to our customers when it comes to service provision
  • What improvements customers would like to see
  • The areas in which we can improve in the future



Thank you for taking the time to complete this survey. Your feedback will help guide us to provide a better experience for all our customers. A $2 donation will be made to a local charity of your choosing for each completed survey.





What customer group do you belong to? (You may select more than one option) Required
How satisfied are you with the services provided by us, overall? Required
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1 being very dissatisfied and 10 very satisfied
How easy is it to do business with us? Required
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1 being very difficult and 10 very easy
When you contacted us how satisfied were you with: (1 being very dissatisfied and 10 very satisfied Required
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The process you went through
The outcome
If all of these options for contacting us were available, how likely would you be to use them? (1 being very unlikely and 10 very likely) Required
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Face to Face
Phone
Email
Web form
A form in a mobie ap
Web chat
If Council needs to contact you to ask for some more details about a service request, how happy are you with us using each of the following methods? (1 being very unhappy and 10 very happy) Required
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Phone call
SMS
Email
Letter
If Council needs to contact you to tell you that we’ve completed the work, how happy are you with us using each of the following methods? (1 being very unhappy and 10 very happy) Required
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Phone call
SMS
Email
Letter
If all the following payment methods were available, how likely would you be to use each of them? (1 being very unlikely and 10 very likely) Required
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Online via credit/debit card
Phone via credit/debit card
BPay, Paypal, or similar using my bank account
Cheque
How easy is it to contact us? Required
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1 being very difficult and 10 very easy
Gender Required
Age Required
Would you prefer for us to communicate with you in a different language? Required
How often do you contact us (on average)? Required
To thank you for participating we will donate $2 to the charity you select from the list below. Required
Would you be interested in participating in a Focus Group to discuss Council’s Customer Service Strategy? Required
  1. Speed of response #
  2. Accuracy of response #
  3. Knowing that someone is attending to my request #
  4. Having a single person to deal with who is ‘your contact’ #
  5. A concise, easy to understand response #
  6. A detailed rationale/ explanation for the response #
  7. Regular updates on the status of my request #

The survey form is now closed. Thanks for your contributions.