MRC Customer Experience Strategy

Update August 2024

Development of our Customer Experience Strategy has been temporarily placed on hold.

We will reinvigorate this project with the roll out of our next Delivery Program, beginning July 2025.




Murray River Council is creating a Customer Experience Strategy that sets our organisation on a path towards achieving excellence in customer experience.

To develop the strategy, Council will review their current customer experience and develop a clear road map that will help us deliver an improved customer experience across all areas of the business and meet the community's needs now and into the future.

The Customer Experience Strategy will ensure we have a good understanding of what is of most value to Murray River Council customers, and improve customer experience, agent experience, efficiencies and performance outcomes.

Update August 2024

Development of our Customer Experience Strategy has been temporarily placed on hold.

We will reinvigorate this project with the roll out of our next Delivery Program, beginning July 2025.




Murray River Council is creating a Customer Experience Strategy that sets our organisation on a path towards achieving excellence in customer experience.

To develop the strategy, Council will review their current customer experience and develop a clear road map that will help us deliver an improved customer experience across all areas of the business and meet the community's needs now and into the future.

The Customer Experience Strategy will ensure we have a good understanding of what is of most value to Murray River Council customers, and improve customer experience, agent experience, efficiencies and performance outcomes.

  • Update March 2024

    Over the last 4 months, Council has undertaking interviews with various community members, staff and contractors to begin creating a baseline and forward plan for the development of our Customer Experience Strategy.

    We have undertaken several internal workshops where we have reviewed the data presented in our baseline study and we have begun looking at the services we provide. Council not only provides services for Murray River Council business but also for Service NSW, Services Australia, WAW and Bendigo banking options, a Vline booking service as well as a local library service.

    In the coming months we will continue to work towards developing Service Levels for all the various services we provide, ensuring those services are fit for purpose, economically, socially and environmentally sustainable and align with the future needs of both Council and the Community.

    Alongside the development of the Service Levels, we will be creating a Customer Charter and the Customer Experience Strategy, ensuring strategic direction aligns with the on-ground customer journey.

Page last updated: 26 Aug 2024, 11:29 AM