Meeting papers

      Customer Service                                                                                                         Social media and our websites
                                                                                                                               For this reporting period, there was a 20 per cent growth in our digital media audience.
      Council is committed to providing excellent customer service to its community. Council’s Customer Service Charter
      describes Council’s customer-centric approach and the standards our community can expect when engaging with              Council continues its strong commitment to engaging and informing our community on a range of topics,
      Council. The Charter confirms Council’s commitment to:                                                                   activities, and projects. This is achieved through a variety of methods including the corporate website, social
                                                                                                                               media, monthly double page features in local print editions, fortnightly eNewsletters and via our engagement
                                                                                                                               portal, Your Say Noosa.
      - Provide excellence in customer service
      - Engage with our community using best practice
                                                                                                                               A decision to move to a fortnightly council eNewsletter has generated a 40 per cent growth in subscription
      - Provide quality local government services to the Noosa community
                                                                                                                               numbers in the past 12 months.
      - Provide good governance and act ethically
      - Be transparent in all our dealings
      - Look after community and natural assets
      - Manage community funds wisely, and                                                                                                    Facebook                              Instagram                             LinkedIn
      - Be as one with our community.                                                                                                         Followers: 24,564                     Followers: 5,753                      Followers: 9,513
                                                                                                                                              Reach: 5.4 million                    Reach: 728,095                        Reach: 445,024
      The table below highlights key customer service statistics for this reporting period. Overall, Council has experienced                  Growth – 7%                           Growth – 29 %                         Growth – 25%
      comparable customer service interaction amounts between financial years.

      Council’s Pulse Survey allows our customers to rate their customer service experience with Council out of five stars.
      For this period, Council achieved an Average Rating score of 4.77 which is a slight decline of 0.08 from previous                       Council website                       eNewsletter




                                                                                                                                                                                                                                                          Noosa Council Annual Report 2022 - 2023
      financial year.
                                                                                                                                              993,996 views                         7890 subscribers

        Customer Service – 1 July 2022 to 30 June 2023


        Customer service requests created                           26,948


        Front counter interactions                                  10,188                                                     Engaging with our community
                                                                                                                               On 16 March 2023, Council adopted a Community Engagement Policy which outlines Council’s commitment to
        Online chat interactions                                    2,163                                                      the Community Engagement Framework and associated principles of engagement:

                                                                                                                               - Inclusive
        Inbound calls to Council                                    47,309
                                                                                                                               - Transparent
                                                                                                                               - Appropriate
        Top three requests raised for Council’s business areas      1. Waste & environmental health – Domestic bin waste
                                                                                                                               - Accountable
                                                                    2. Planning, building, and plumbing – general enquires
                                                                                                                               - Timely
                                                                    3. Roads                                                   - Well resourced
                                                                                                                               - Informative
                                                                                                                               - Understanding our changing community
      Media and Community Engagement
                                                                                                                               Council will continue to engage with the community in order to work together to address local issues and
      Council is committed to keeping the community engaged and informed of its projects, plans, initiatives, and activities   collectively achieve better outcomes.
      across the Shire. Furthermore, Council recognises that community engagement is a vital part of effective democracy.
      Quality engagement between Council and residents makes good business practice and it is critical to good                 For this reporting period, there was a total of 86 projects requiring community engagement. Approximately
      governance.                                                                                                              22,000 people visited the Your Say Noosa engagement portal during the year, with 1,800 people participating
                                                                                                                               in a survey, quick poll or provided input as part of those 86 projects.

                                                                                                                               The community was highly engaged in the development of the Corporate Plan 2023-2028, with over 1,000
                                                                                                                               responses to the survey and 150 people participating in face-to-face workshops.

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