Providing an even better customer experience

Published on 28 July 2025

Loddon Shire Council’s customer service always goes above and beyond in helping the public – a fact recognised year after year in Community Satisfaction Surveys – but there’s always room to improve and we want you to help us do that.

Council has released the Draft Customer Experience Strategy 2025-2029 for public comment, and is keen for the public to have their say.

The draft strategy seeks to build a customer-driven culture through a variety of means, but also by building on the good work of a previous strategy adopted in 2018.

It highlights the importance of providing a responsive, accessible and efficient service to all customers and the value of using a blend of traditional and modern systems and processes to deliver a positive customer experience.

The draft strategy also made use of extensive community feedback earlier this year in towns across the shire seeking information in a range of things from preferred methods of payment to how residents preferred to interact with Council staff.

Those results confirmed the need for an approach mixing modern and traditional methods – residents preferring to pay online but wanting to speak to someone in person over the phone.

Loddon Shire Mayor Dan Straub said customer service was how most residents interacted with Council and it was important to get it right.

“While residents are positive about the service they get from staff in the annual Community Satisfaction Survey, we can always do better and this strategy guides us in how to do that,” he said.

“I encourage everyone to have their say on the draft – it’s very likely you will have to come in contact with Council staff at some stage and we want to make it as good an experience as possible.”

You can have your say on the strategy through the Loddon Shire Council website.