The Customer Experience Maturity Index

A National Baseline for CX Maturity in Local Government

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:

• 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

Inside this research:

• See where you stand against 31 councils nationwide
• Discover what’s actually working through case studies from top performers like Mornington Peninsula Council, Georges River Council, and City of Port Philip.
• 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 Council Executives, CX Managers, and strategic planning teams.