Ringing new benchmarks in customer service
  • Wednesday 10 August 2011

When it comes to local customers’ concerns, Sunshine Coast Council is listening and responding.

Council’s customer contact service was a recent finalist at the 2010/2011 Australian Telecommunications Association Awards and scored a Grade of Service (% of calls answered under 60 seconds) rate of more than 80% during one of its busiest periods of the year.

Service Delivery Portfolio Councillor Paul Tatton said it was no coincidence more customers were happy.

"Council’s customer service department is constantly pushing for new methods to improve correspondence with customers," he said.

"Locals can now contact council via a range of different channels including a new live chat link on the internet, so the lines of communication have really opened up."

Cr Tatton said increased use of technology wasn’t the only reason why customer service levels were soaring.

"During July council fielded more than 18,000 phone calls and scored its highest ever satisfaction rating during this period of 4.12 out of 5," he said.

"Over 2,000 emails were also received in July and customer service achieved customer satisfaction of 4.9 out of 5 for both timeliness of responses and overall levels of service.

"Having recently had the chance to closely observe our customer services staff go about their work, I was in awe of how efficient and professional they were.

"Servicing the Sunshine Coast is no easy task and our customer service department not only do an exceptional job but they’re also constantly looking for ways to better deliver for the local community."