Customer Experience Benchmarking survey begins today

Starting today, Monday 24 April, is our Customer Experience Benchmarking (CXB) survey.

Over the next four weeks, 800 Mornington Peninsula residents will be contacted by an external company,Customer Service Benchmarking Australia (CSBA).

We have engaged CSBA to undertake this CXB survey, to measure our performance in delivering customer service. Our results will be benchmarked against other Councils to see where our level of service is sitting.

This survey will help us understand our customers’ pain points, determine areas for improvement, develop targeted training, and review our methods.

Until the quota is filled or over the next four weeks (whichever comes first), CSBA will contact 800 Mornington Peninsula residents who have been in contact with the Shire in the past three months.

When respondents are contacted via phone or email, CSBA will identify themselves and confirm they are undertaking a CXB survey for the Mornington Peninsula Shire.

Additional information, including FAQs are available on our website:mornpen.vic.gov.au/cxbsurvey

A few handy tips to remember if you’re contacted by CSBA:

• They will identify themselves as CSBA or Customer Service Benchmarking Australia
• They will always say how long the survey is expected to take
• You will never be contacted from a mobile number
• There is no prize for participation
• They will never ask for your personal and financial information.