The customer is at the heart of everything we do at Northern Beaches Council.

We want to ensure we continue to be a customer focused Council. To do this, we need to better understand our customers, what they expect from us and what we need to focus on to provide an excellent customer experience.

To keep us moving in the right direction, we engaged Fifth Quadrant, a customer experience research company, to help us understand and improve the experience that our community has when using Council services.

We conducted an online survey to select a diverse range of customers who have interacted with Council in the past six months.

Fifth Quadrant hosted an online discussion forum where the selected participants were asked to share feedback and thoughts on:

• the ways they interact with Council
• issues experienced when interacting with us
• whether their expectations were met
• what changes we can make to improve the customer experience.

This research will help to inform Council so that we can continually improve our customers’ overall experience.