Council recognised for customer service

Published on 30 January 2024

Nillumbik Shire Council has been recognised for outstanding customer service, topping a national telephone ‘mystery shopping program’.

Council was ranked No.1 overall in Customer Service Benchmarking Australia’s 2023 Mystery Shopping Program.

The telephone assessment rankings were based on 11,575 assessments of 208 businesses conducted from January 2023 to December 2023.

Nillumbik previously held the ‘best in sector’ ranking within local government but has now achieved ‘best overall’ for all participating organisations across a range of industry sectors.

Council’s engagement with CSBA’s program supports our Nillumbik Customer First Strategy, which guides Council’s service delivery to focus on the customer experience.

The strategy ensures Nillumbik’s services are easy to use and customer-focused at all times, creating an environment where all customers are treated with care and respect.

CSBA’s service standards address three broad customer needs – success, ease and sentiment. Together, the three indices combine to provide an overall score out of 100 points.

Nillumbik’s overall score of 81.5 per cent in 2023 surpassed the sector benchmark of 48.2 per cent, which is the median score across participating entities. 

Mayor Ben Ramcharan said the results were a fantastic achievement for Nillumbik.

“Customers are central to all that we do at Council, and this achievement demonstrates our commitment to providing a great customer experience,” Cr Ramcharan said.

“Congratulations to our Customer Experience team, who continue to serve our community and customers so well.”

Read Council’s Customer First Strategy at our website.