The Customer Experience Maturity Index
Explore our findings in the 2026 report
The CX Maturity Index is a national benchmark that helps councils understand where they are in their CX journey, compare with peers, and find ways to improve.
Built on real insights from councils across Australia, it gives councils a consistent way to measure and improve CX over time.
Click the image to view our findings for Australian Local Government
Access Your Individual Results:
If you participated in the 2026 CXMI survey, your individual CX Maturity results will be accessible online and displayed in a live dashboard.
Only you will be able to see your results that are protected by a unique code that you would have received via email.
Click the image to view your CX Maturity Results
A National Baseline for CX Maturity in Local Government
The Strategy Group conducted a national assessment of customer experience (CX) maturity across 46 Australian councils, establishing the third baseline measurement of CX capabilities in local government. This research examines current practices, identifies performance insights, and provides benchmarking data to support councils on their journey to improving customer experience and operational efficiency.
What we discovered:
- The national average CX Maturity score has risen to 2.69 out of 5, up from 2025, showing real progress across the sector — but significant opportunity remains
- For the first time, no councils remain in the Basic band, marking a meaningful step forward for local government CX
- Leadership commitment continues to outpace operations, with Endorsement and Commitment scoring 3.3 out of 5 while Tools sit at 2.0 — a 1.3-point gap that councils must close
- Departmental silos continue to stall progress, with Delivery lagging behind Governance and Culture despite strong strategic intent
- Most councils still collect feedback reactively, with fewer than 30% running a closed-loop programme
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Inside this research:
- See where you stand against 46 councils nationwide
- Discover what's actually working through results from the top five performing councils, spanning metropolitan and regional councils across SA, VIC, WA and NSW
- Get a practical roadmap with stage-specific tools for moving from Reactive to Intermediate, Intermediate to Proactive, and Proactive to Leading
- Compare by context with breakdowns by state, council type, and rural vs metropolitan
Whether your council is working its way out of Reactive or ready to make the leap to Proactive, this report provides the evidence-based insights and practical tools you need to deliver exceptional community experiences.
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