Our voice of customer program
Our results
Head over to our dashboard to see our latest quarterly results.
Voice of Customer dashboard
What is the Voice of the Customer program?
The Voice of the Customer program has been developed as part of our Customer Experience Strategy(PDF, 4MB) action plan to help us better understand our customers’ experiences and continuously improve how we deliver our services.
Guided by our customer promise, the program focuses on ensuring we understand your needs, are easy to deal with, do what we say we will, and keep you informed throughout your interaction with us.
The Voice of the Customer program uses a structured approach to capturing and analysing customer feedback through a short survey emailed to customers once a service request has been closed.
The survey measures customer satisfaction and overall experience, and provides an opportunity for customers to share comments about the service they received. This feedback helps us identify what we’re doing well, where we can improve, and how we can enhance the customer experience.
What kind of questions are asked?
Our Voice of customer survey asks questions that help us identify 4 key areas:
Overall satisfaction
Overall, how satisfied were you with your interaction with Moorabool Shire Council? (0-10 scale)
Net Ease score
How easy was it for your enquiry to be resolved?
Contact resolution
Did you have to initiate contact with Council more than once in relation to this request? (Yes/No)
If No - How many times did you need to contact Council?
Net positive sentiment score
How likely are you to speak positively about Moorabool Shire Council to a friend or colleague? (0-10 scale)
All areas allow for open text to allow customers to leave additional feedback regarding their experience.
How are the results calculated?
Overall satisfaction
Percentage of customers who have responded with very satisfied or satisfied with their overall satisfaction.
Net Ease score
Percentage of customers who have responded with extremely easy or somewhat easy to How easy was it for your enquiry to be resolved?
Contact resolution
Percentage of customers who said they did not have to to contact council more than once
Net positive sentiment score
NPSS = % Promoters − % Detractors
Promoters = customers who responded to the question "How likely are you to speak positively about Moorabool Shire Council to a friend or colleague?" with a 9 or 10
Detractors = customers who responded to the question "How likely are you to speak positively about Moorabool Shire Council to a friend or colleague?" with a 0-6
What is a good NPS score? - A score above 0 means there are more promoters than detractors.
What is done with the feedback?
The insights from the VoC program are used to identify trends, highlight areas for improvement, recognise good performance, and support continuous improvement to deliver better, more customer-centred services.
Can I opt out of getting these surveys?
Yes, you can opt out from receiving a Voice of Customer survey. Our Voice of customer email inviting customers to participate contains an opt out link, simply click on this link if you would like to opt out of receiving our Voice of Customer emails.