FAQs
Why are we seeking customer feedback?
To collect vital feedback which will be used to assist in measuring and improving your customer experience and developing our new Customer Experience Strategy.
Why are we preparing a Customer Experience Strategy?
Cessnock City Council is looking to review and update our current Customer Service Strategy into a more holistic Customer Experience Strategy.
Do we have a Customer Service Strategy?
Yes, we do have a Customer Service Strategy which is due to be reviewed.
It can be viewed here:
Customer Service Strategy
What is the difference between Customer Service and Customer Experience?
Customer service refers to the interactions between an organisation and its customers. It involves the handling of customer inquiries, complaints, and feedback. The main aim of customer service is to provide the customer with the necessary support to make their experience with the organisation as smooth and positive as possible. Frontline employees are often responsible for answering customer queries, providing assistance and resolving any issues or complaints.
Customer experience refers to the overall impression a customer has of an organisation, based on their interactions with the brand. It encompasses all the service touch-points a customer has with an organisation, from browsing websites, using online forms, to interacting with the customer service team or business unit. A good customer experience involves providing a seamless, positive, and convenient experience for the customer.
While customer service focuses on resolving specific customer issues, customer experience is about creating a positive impression of the brand across all touch-points.
What does a Customer Experience (CX) Strategy provide?
The purpose of a customer experience strategy is to create a consistent, positive and memorable experience for customers across all touchpoints, such as interacting with Council’s website, webchat, payment gateways, completing online forms, social media, voice of the customer, engage with customer service representatives and key business units, providing solutions, or utilising Council’s products and services.
The CX Strategy will help Council develop a vision to create opportunities for residents, customers and business owners. It will help us understand our customers, giving us total confidence in delivering an outstanding customer experience.
Is my feedback confidential?
Yes, all survey responses will be kept confidential. Responses will be received, collated and analysed by Proto Partners. Should you opt in and provide your name and contact number, these details will be used by Proto Partners to contact you directly.