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Local Government Customer Experience Benchmark Report

Order your 2023 ALGIM Customer Experience Report Here


2023: Navigating a World of Customer Interaction

The ALGIM CX Benchmarking survey delivers results that are reflective of the values of local government and the changing role of front-facing customer staff.

The survey encompasses five key areas of focus;

    1. First impressions 
    2. Communications and listening
    3. Ability to problem-solve
    4. Knowledge 
    5. overall experience. 

All New Zealand Councils and CCOs are contacted as a part of the annual survey via multiple phone calls to the contact centre and emails via the website.


The results are presented at our annual ALGIM Conference each year and the results of the 2023 survey are now available – order your report here


Additional Benchmarking Services 

We also offer additional personalised benchmarking services that can be performed to any schedule that suits your needs, please get in touch to discuss further. admin@algim.org.nz 


The Top Ten Councils in 2023 Delivering an Excellent Customer Experience were:

1st - Porirua City Council 

2 - 10 (sorted alphabetically)

  • Christchurch city Council
  • Environment Canterbury Regional Council
  • Great lake Taupo District Council
  • New Plymouth District Council
  • Palmerston North City Council
  • Rotorua Lakes Council
  • Tauranga City Council
  • Waitaki District Council
  • Waitomo District Council

The award in 2023 was kindly sponsored by        


To access the summary provided at the conference (members only) link here


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