Are you delivering the customer experience your community deserves?
For the first time, Australian councils have a comprehensive benchmark to measure their customer experience (CX) maturity. The Strategy Group’s 2025 CX Maturity Index reveals critical insights from 31 participating councils across Australia, uncovering both promising progress and significant opportunities for improvement.
Key Findings Include:
- Only 3% of councils have reached proactive CX levels
- Strong leadership commitment (3.6/5) contrasts sharply with weak technology foundations (1.2/5)
- Regional councils outperform metropolitan councils in 7 out of 10 dimensions
- Most councils operate reactively, missing opportunities for strategic CX transformation
What You’ll Learn:
✓ Three critical insights that explain why CX initiatives often stall
✓ Practical CX toolkit with actionable steps for each maturity level
✓ Benchmark comparisons across states, council types, and sizes
✓ Real case studies from leading councils like Knox City Council
✓ Clear roadmap to transform CX commitment into measurable results
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.
