What is Customer Experience and how does it impact you?

Customer experience captures everything an organisation does to put customers first. Customer experience goes well beyond just customer service, it is the total experience a customer has with us, starting from when you first recognise you need to get something done with Council, through to how you feel and think we addressed your needs. It is how you experienced the whole journey.

We drafted a Customer Experience Strategy to outline our commitment to improving your experience with Council and our approach to listening to our customers when designing our services and programs so that they better meet your needs.

Why we have developed a Customer Experience Strategy

In 2020, we set an internal organisational vision to create a culture of excellence across our organisation, leading with an increased focus on the customer experience. The vision is about having a consistent customer-first approach in all we do and is outlined in Council's Delivery Program 2022/23 - 2025/26:

Community Strategic Plan Strategy

Council Priorities - 2023 to 2026

Intended Outcome/Measure

11.1 Build an efficient organisation that places customers and the community at the heart of service delivery

11.1.1 Drive customer design throughout council to improve customer experience

Embed the customer design process across Council


We developed the draft Customer Experience Strategy by drawing on customer and staff feedback, data analysis, and industry trends. The strategy defines how we plan to actively listen to our customers, seek their feedback, and use what we learn to improve. It will guide our ongoing efforts to build a culture of excellence. We asked for your feedback from 12 October - 9 November 2023 and all the feedback was reviewed. The Draft Customer Experience Strategy was adopted by Council in December 2023. View the final strategy.

What we will deliver from 2023-2028

We are committed to better understanding our customers’ needs and aligning our services to meet these needs.

We are committed to making it easier for our customers to access information and do business with Council more efficiently.

We are committed to upgrading our technology to meet our customers’ expectations and improve how we interact.

We are committed to embedding a culture of excellence across the organisation through staff training and development.

We are committed to measuring and tracking our goals so we can continue to improve the customer experience.

Have your say

We asked for feedback on our draft Customer Experience Strategy. Feedback was accepted via the following methods:

  • Online: Complete the feedback form below
  • Email: records@woollahra.nsw.gov.au quoting reference - SC6691
  • Mail: Letter addressed to the General Manager at Woollahra Council, PO Box 61, Double Bay NSW 1360, quoting reference - SC6691

Feedback closed at 11:59pm on Thursday 9 November 2023.