Council CX Performance Diagnostic

Nationally Benchmarked | Strategically Focused

Across Aotearoa, councils are facing increasing pressure to deliver consistent, high-quality services while strengthening community trust and using evidence to support priority decisions.

The Council CX Performance Diagnostic translates your benchmarking results into a strategic, sector-calibrated view of your performance — not just scores but insight you can act on.

What You’ll Get

National & Peer Context: Your ranking and quartile position compared with councils of similar size and type

Three-Channel Analysis: Phone, email and online portal performance

Variability Insights: Consistency patterns and potential reputational risk areas

Trend Analysis: How your performance has changed since 2023

Practical Next Steps: Structured recommendations aligned with current sector challenges

Designed for Senior Leadership

This diagnostic supports:

• • Executive and governance discussions
  • Prioritisation of improvement initiatives
  • Evidence-based investment decisions
  • Baseline thinking for CX strategy or service design

  
  

Accessible Pricing

The cost of the Diagnostic has been reduced for 2025 to make this strategic insight accessible to councils of all sizes.

Order your Council CX Performance Diagnostic (reports available from late January)

Order your Council CX Performance Diagnostic Report

New Zealand CX Base Report

The 2025 New Zealand CX Base Report is available now and provides a strong foundation for understanding national customer experience patterns.

New Zealand CX Base Report