Customer Experience Strategy

Every time a customer uses one of our services or interacts with us, it shapes their experience.

We understand that each customer has different expectations and many factors can influence how an experience will be received.

To create a welcoming, responsive organisation, Hinchinbrook Shire Council realises that we need to work with our people and our customers to make it easier, friendlier and faster to do business with us.

This strategy is our commitment to being customer focused and provides a framework for staff to deliver services in a way that places the customer at the centre of everything we do.

This will be achieved by innovating and investing in processes, technology and our people. There are key strategies and actions we will take over the next five calendar years.

The Customer Experience Strategy (CX) is influenced by every interaction a customer, whether a resident, visitor or business, has with Council.

CX is about expectations and experiences, past, present and future intentions, across every touchpoint.