Growing CX and Voice of Customer with City of Whittlesea
Hear how the City of Whittlesea uses customer feedback and Resonate CX to understand community needs, empower teams with actionable insights and continuously improve the way services are delivered.
For the City of Whittlesea, creating better customer experiences means understanding the needs of a diverse and growing community across more than 140 services.
Jordan Glancy shares how the council uses Voice of the Customer insights to measure satisfaction, challenge assumptions and shape services around how customers actually want to engage.
Using Customer Insights to Build Better Community Services
Start with data to understand where improvement is needed
Customer insights helped Whittlesea identify gaps in satisfaction and establish clear baselines across its services.
Customer-centricity requires organisation-wide ownership
From the CEO and executive team to frontline staff, teams across the council have access to customer insights and a role in driving better outcomes.
Data can challenge assumptions about what customers want
Whittlesea initially expected its young community to favour digital self-service, but feedback revealed strong demand for telephone and face-to-face support too.
Measure the experience across the entire service portfolio
What began with waste management has expanded to cover around 95% of the council’s services, creating a broader view of customer satisfaction.
Turn insights into structured improvement plans
Once enough data is collected, teams conduct deep-dive workshops to understand customer feedback and develop 12-month action plans around key opportunities.
Continuous improvement means adapting as expectations change
Whittlesea is using customer insights not just to improve existing services, but to redesign them around evolving expectations, ease of use and the way customers want to engage.
City of Whittlesea is a Victorian local government organisation focused on delivering services, infrastructure and community programs that support a growing and diverse community in Melbourne’s north.
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Recognised for CX Excellence: Summer 2026
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