Selwyn Residents Share Their Views on Council Services
Selwyn residents have shared valuable feedback on their experiences with Council services, with nearly 3,000 people taking part in a recent customer experience survey held between 14 January and 12 March 2025.
The results show that residents are generally happy with the service they receive—especially at the first point of contact. Frontline teams at Council offices and community facilities received high praise, with satisfaction scores as high as 93%. The overall average rating across all services was a strong 84%.
Executive Director of Community Services and Facilities, Denise Kidd, says the results are encouraging and reflect the dedication of staff across the organisation.
“We’re really proud of the work our teams are doing to support our community. The feedback shows that when people get the help they need straight away—whether in person, online, or over the phone—they’re satisfied. But we also know there are areas where we can do better, especially when it comes to follow-up and making sure customers stay informed once their request moves to another team,” says Kidd.
While some areas scored highly, others received lower ratings, with the lowest at 68%. Kidd says this is where the Council is focusing its efforts.
“We’re taking a ‘whole journey’ approach to customer service. That means making sure people not only get a good first impression, but also feel supported and informed throughout the process. We’ve already started work on improvements, including a new online booking system, better tools to manage customer requests, and clearer communication through our ‘Together we Thrive’ customer promise.”
The Council has launched a three-stage improvement plan aimed at making services easier to access, improving internal systems, and building a stronger customer-first culture. During the survey period alone, the Customer Services team handled nearly 28,000 interactions, creating almost 4,000 service requests for other departments.
Kidd says the Council is also working to improve how it collects and uses customer feedback, as current systems have limitations.
“We’re upgrading our digital tools so we can better understand and respond to what our community needs. We’ve also brought our customer services team together under one roof, so they’re better equipped to support both Council and AA services, especially during busy times.”
The last time the Council had detailed customer feedback was in 2020, when the overall satisfaction rating was 63%. Kidd says the latest results show real progress—but also a clear path forward.
“We’ve come a long way, but we’re not stopping here. We’re committed to making every customer interaction a positive one.”
Last modified: 23 Jun 2025 10:00am