Customer Experience

Council is embarking upon a program of transformation called "The Voice of the Customer" that will change the way we work and the way we operate by embedding customer centricity in every decision we make.

Excellent customer experiences are created when we work diligently on improving every touchpoint a customer has across our organisation. Decisions are made in a context where all employees understand the impact they have on a customer - whether that customer is external or internal.

Recognising the importance of the purpose of Singleton Council and with the people of Singleton at the heart of everything we do, we aim to hold ourselves to the highest accountability in how we serve all of our customers, including our residents, local businesses, investors and visitors. We have adopted a CX Framework with five guiding principles and drivers that underpin everything we do - they put the customer at the heart of decisions and service improvements to help our customers and our people to thrive. Whether you are looking to access information, conduct business and transactions, or use Council services, your experience is our priority. Through this journey, we will identify how we can help you more effectively, more efficiently and in a manner more convenient to you.  

As we deliver the Voice of the Customer Program, there will be the opportunity for you to get involved and help shape the way we deliver services, including surveys.