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Welcome to the 2026 Local Government CX Benchmarking Survey

Welcome to the 2026 Local Government CX Benchmarking Survey

This is the second Local Government CX Benchmarking study undertaken by The Strategy Group. This brief 7-minute survey will help us understand how well councils are managing and improving their customer experience (CX) across 10 key domains.

Why participate?

The insights gathered will create a comprehensive benchmark of CX maturity at national, state, and regional levels, helping identify key opportunities for improvement across the sector.

✓ Personalised insights report
See how your council compares with peers across Australia and within your region. You’ll receive clear, tailored recommendations to help you focus on the initiatives that matter most.

✓ Expert strategy session
You’ll also receive a complimentary 30-minute session with one of our CX strategists to unpack your results and translate them into practical next steps.

✓ Industry recognition
Top-performing councils will be highlighted in the final benchmark report, showcasing the leadership and progress happening across the sector.

Beyond these benefits, your participation strengthens the quality of the national benchmark and helps build a clearer picture of where local government is heading — and where the biggest opportunities sit.

Ready to benchmark your CX performance?

In return for your participation, you'll receive a personalised report showing how your council compares with others in terms of CX maturity. Reports will be available in Q1 2026 after results have been collated.

Thank you for your time and valuable contribution to this important sector-wide initiative.

If someone else in your team is better placed to complete the assessment, feel free to forward this invite or let us know and we’ll reach out directly.
1.Which of the following statements about CX Vision best describes your Council’s current position?(Required.)
2.Which of the following statements about Customer Experience (CX) Strategy best describes your Council’s current position?(Required.)
3.How much do the following groups in your Council demonstrate commitment to CX through their decisions and actions?


CX commitment can be observed through prioritising customer needs in decisions, allocating resources to improve customer outcomes, and actively supporting customer-centric initiatives.(Required.)
Very Low
Low
Medium
High
Very High
Leadership (Includes Councilors, Executive Team and Directors)
Management & Team Leaders
Workforce (Includes Back Office, Frontline and Outdoor Staff)
4.Which of the following statements about CX Governance best describes your Council’s current position?(Required.)
5.Currently, how much communication and/or collaboration occurs across directorates and business units in your Council?(Required.)
6.Which of the following statements about Customer Data Collection best describes your Council’s current position?(Required.)
7.Which of the following statements about Customer Data, Metrics & Reporting best describes your Council’s current position?(Required.)
8.Which of the following statements about CX Improvement Processes best describes your Council’s current position?(Required.)
9.How regularly are CX improvement initiatives implemented in your Council?(Required.)
10.Which of the following statements about CX Standards & Expectations best describes your Council’s current position?(Required.)
11.How would you rate your Council’s knowledge and mindset around customer experience and customer-centricity?(Required.)
12.Which of the following statements about CX Rewards & Recognition best describes your Council’s current position?(Required.)
13.Which of the following statements about CX Skills & Training best describes your Council’s current position?(Required.)
14.Which of the following statements about CX Tools best describes your Council’s current position?(Required.)
15.Which of the following statements about CX Technology & Systems best describes your Council’s current position?(Required.)
16.Which of the following statements about Omnichannel CX best describes your Council’s current position?(Required.)
17.What is your role in Council?(Required.)
18.What insights would you be interested in receiving from this survey?(Required.)
19.Please provide the name of your Council.(Required.)
20.Please provide your name so we are able to keep track of our correspondence. Your name will not be disclosed in the final report(Required.)
21.What email would you like us to send the final results and report to?(Required.)
Current Progress,
0 of 21 answered