Council invites feedback to improve customer experience

Published on 14 September 2026

Mackay Regional Council is inviting residents to share their thoughts on their recent experiences with council services as part of its ongoing work to make every customer interaction easier, faster and more convenient.

The short customer experience survey will help council measure progress under its Customer Experience Strategy 2025-2028 and prioritise future improvements across services, systems and community support.

The survey builds on strong results from council’s Customer Experience team, which achieved an average satisfaction score of approximately 95 per cent through its after-call survey from July 2025 to July 2026.

On average, the team receives about 5600 calls and 4200 emails each month, equating to nearly 9700 customer contacts monthly while maintaining consistently positive feedback from residents.

Mayor Greg Williamson said council was pleased with the positive feedback so far but there is always room to keep improving.

“Getting a 95 per cent satisfaction result tells us we’re on the right track, but we don’t want to stand still,” Mayor Williamson said.

“Council has thousands of customer interactions every month, so it’s really important that we make those experiences as simple and helpful as we can,” he said.

“That means responding quickly, getting people to the right information sooner and making it easier to deal with council online, over the phone or in person.”

Council has introduced an organisation-wide target for 90 per cent of customer requests to be completed within agreed service levels, supported by reporting dashboards that help teams track actioned, outstanding and overdue requests.

Other improvements include additional employee training, customer journey mapping, a redesigned Customer Experience Program, AI enhancements in Contact Centre software, a shared knowledge system, clearer guidance for managing unreasonable customer conduct, Snap Send Solve integration and an after-hours voice assistant.

This investment is also driving a proactive internal shift across council, with employees being supported to put the customer at the centre of every interaction.

The focus is on acknowledging requests quickly, resolving enquiries at the first point of contact wherever possible and making it easier for residents to complete paperwork, lodge applications and access services online.

Mayor Williamson said community feedback would play an important role in shaping the next stage of council’s customer experience work.

“The best way for us to understand the customer experience is to listen to the people using our services,” Mayor Williamson said.

“Whether you contacted council online, over the phone, in person or after hours, your feedback will help us identify what we are doing well and where we need to keep improving.”

The survey takes about three minutes to complete and participants can go in the draw to win a $100 gift card.

Visit connectingmackay.com.au or request a paper survey at council’s customer service centres.

The survey closes October 11, 2026.