fiona.png
spreads (14).gif

No First Prizes for the HARD questions


Dear Beagle Editor

The recent press release by Council claiming ‘Council’s Tops Customer Service Test’ quotes our General Manager Catherine Dale stating ‘Now she is celebrating a national victory.’ Really? No, it is not a national victory at all. There are something like 537 councils throughout Australia. The company who runs this program is Customer Service Benchmarking Australia who charges council around $12,000 per quarter to take part. It has 60 councils throughout Australia as clients. We do not know just how many took part in the ‘survey’. How do they determine the results of these surveys? By phoning/emailing council pretending to be a ratepayer with a ‘common’ question.

In 2014 the general manager decided to partake in this mystery shopper program when our service was ‘patchy’. Since then council has spent something like $127,000 to participate and continues to do so.

I have lived here for 17 years and have never found customer service staff in need of improvement in relation to their telephone manner/response time etc. It’s only when you start asking the hard questions of senior staff that you hit a brick wall. How the general manager can justify spending $127,000 to fix something that isn’t broken and then to have the mayor congratulate her for her effort is an embarrassment and a blatant waste of OUR money.


It’s only when you start asking the hard questions of senior staff that you hit a brick wall.

Name and address supplied

#Opinion #Council #LocalStateFederal

COMMENTS : Due to the risks associated with comments from unidentified contributors that expose The Beagle to possible legal actions under the NSW Defamation Act 2005 No 77 anonymous or Nom de Plume comments will not be available until an alternate system of author verification can be investigated and hopefully installed.

Those who provide their REAL NAME (first name AND Surname) and a verifiable email address (it won't be published) are invited to comment below. (yes it is a pain but please comply - it would be a  shame to see your comment deleted)

Those contributors KNOWN to us and verified may continue to use their First Name for ease. The primary need for all of this is due to traceability should a legal action arise.

If you need anonymity email us via our normal or encrypted email accounts


Please note that if you are looking for a previous comment that is no longer visible please contact us.