Customer Experience Maturity
in Local Council
Sign up to be part of our national survey
As a local council, you're at the forefront of public service, engaging with residents across your community every day. These interactions influence how your community perceives and values local government.
That's why we developed the Customer Experience Maturity Index (CXMI)
— to assist councils like yours in adopting a practical, evidence-based approach to delivering services that genuinely meet your community's needs.
Subscribe below be part of the survey to gain a structured, evidence-based approach to measure current capabilities, compare with peers, and identify opportunities for enhancement.
A National Baseline for CX Maturity in Local Government
In 2025 The Strategy Group conducted a national assessment of customer experience (CX) maturity across 31 Australian councils, establishing the first baseline measurement of CX capabilities in local government. This research examines current practices, identifies performance insights, and provides benchmarking data to support Council’s journey to improving customer experience and operational efficiency.
What we discovered in 2025:
- Despite widespread commitment to CX, 94% of Local Governments remain in Basic to Intermediate levels
- Leadership champions CX from the top, but councils lack the foundational infrastructure to scale
- Departmental silos and unclear ownership prevent councils from creating cohesive customer experiences across departments and channels
- Most councils collect feedback reactively and lack formal systems to analyse CX data
- The top performers are doing three things differently that the sector should take note of
.png)
Inside this research:
- See where you stand against other councils nationwide
- Discover what’s actually working through case studies from top performers
- Get a practical roadmap with stage-specific tools for improving CX maturity
- Compare by context with breakdowns by state, size, and rural vs metropolitan
Whether you’re just starting your CX journey or seeking to advance from intermediate to proactive levels, this report provides the evidence-based insights and practical tools you need to deliver exceptional community experiences.
Essential reading for Councillors, Council Executives, CX Managers, and Strategic planning teams.
.png)
The Strategy Group Logo
Our logo is more than just a visual identity. It is inspired by the human brain and reflects how we think and work. Each of the three geometric icons featured in our logo represents a different part of the brain, aligned with the core strategic capabilities we bring to every project.
Cingulate Gyrus
This icon represents the cingulate gyrus, the part of the brain that links emotion with behaviour and creativity. It reflects our belief in the power of empathy to observe and uncover new opportunities. This mindset underpins our approach to consulting, helping organisations design solutions that connect deeply with people.
Frontal Lobe
The frontal lobe icon symbolises planning, reward, and motivation. These functions guide our work in shaping strategies that are purposeful, goal-oriented, and designed to deliver long-term value. Just as the frontal lobe drives intentional action, we help organisations commit to change with clarity and confidence.
Temporal Lobe
The temporal lobe icon represents information processing, comprehension, and decision-making. It reflects our use of feedback, iteration, and rapid testing to turn insights into real-world outcomes. This approach allows us to help organisations innovate in a way that is both practical and adaptive.
WANT TO FIND OUT MORE?
Our values
We exist to transform human experiences.
contact@thestrategygroup.com.au
(02) 9388 9925
130/20 Spring Street
Bondi Junction
NSW 2022
©2025 The Strategy Group. All rights reserved.
