Introducing the 2025 Customer Experience Benchmarking Base Report

We’re pleased to release the 2025 Customer Experience Benchmarking Base Report, providing councils and CCOs across Aotearoa with a clearer national view of customer experience performance than ever before.

This year, we have expanded the benchmarking programme to reflect the changing ways customers interact with councils. In addition to our long-running Phone and Email channels, the 2025 survey now includes a third channel – the Online Portal. This new addition recognises the increasing importance of digital self-service and allows us to compare performance across all three major customer access channels.

The benchmarking programme continues to cover all 78 New Zealand councils and 3 CCOs, giving us a genuinely nationwide picture of customer experience across the local government sector. To support greater transparency and shared learning, the 2025 Base Report offers more in-depth national insights than in previous years. It highlights overall trends, cross-sector strengths, and the key opportunities that are emerging as councils work to improve customer experience across channels.

In response to sector feedback, we have also redesigned the Individual Council Reports to offer richer insights, clearer interpretation, and practical next steps tailored to each organisation. These reports provide detailed council-level results, channel-specific analysis, quartile positioning, and a deeper understanding of where your council sits within the national performance landscape. Only Individual Reports include the full ranking of all 78 councils.

To encourage wider participation, we have reduced the cost of the Individual Report in 2025, making it more accessible for councils of all sizes.

At our recent ALGIM Awards Dinner, we were proud to celebrate the Top NZ Council for Customer Experience – Waitomo District Council and announce this year’s Top 10 councils (in alphabetical order). The full set of council rankings remains available exclusively through the Individual Report.

The 2025 Base Report is available now and provides a strong foundation for understanding national customer experience patterns. For councils seeking a deeper understanding of their own performance and targeted opportunities for improvement, the enhanced Individual Report offers the greatest value.

Customer Experience Benchmarking Base Report

You can order your individual report now, but please note that they will not be available until after the holiday break, from late January onwards.

Order your individual council report