Putting customers first at Waipā

Waipā residents can be assured they are receiving some of the best service in the country, with Waipā District Council placing third amongst all councils for customer experience.

The announcement comes after the Association of Local Government Information Management annual awards for best customer experience were presented last week.

Placing third is a significant achievement and a big jump from last year, when Waipā was ranked 31 out of the 78 councils and two Council-Controlled Organisations who were ‘mystery shopped’.

Manager Communication and Engagement, Lisa Nairne, said the national recognition was a fitting reflection of the team’s commitment to improving customer interactions.

“We are incredibly proud of the mahi our customer support team do. Their role is not an easy one but is hugely important, as they are the first point of contact for the majority customers. They are a dedicated bunch who are wholly committed to delivering quality and efficient services to our communities.”

The result also reinforced what we heard in our recent Annual Resident Perception Survey, where the frontline team were praised by many residents for doing such a good job, Nairne said.

The ranking was based on a scoring from a mystery caller who called and emailed on three separate days at different times. It was scored on first impressions and overall experience, communication and listening skills, ability to problem solve, subject knowledge and resolution.

A customer experience framework is being developed to put a strong focus on continuing to improve customer interactions and to help ensure a consistent experience across the council.