Actionable insights for Local Government CX

Act XM’s Local Government CX Benchmark Study provides data-driven insights from key council service interactions to help decision-makers enhance citizen satisfaction through improved service efficiency, transparency, and responsiveness.

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Elevate community trust and satisfaction in local councils

Gain a deeper understanding of how your council measures up against industry benchmarks and identify critical drivers to optimise your customer experience (CX).

Key findings at a glance:

70% of residents are satisfied with their council interactions. Routine services like waste management and accessing council records ranked hightest.
Trust in council staff is strong (65%), but confidence in elected officials is significantly lower (51%).
Digital engagement matters – while personal interactions are valued, residents prefer email for ongoing communication.
Resolution speed impacts perception – complex service requests often lead to lower satisfaction due to longer processing times.

Download our complete Local Government CX Benchmark Report

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Strategic recommendations for enhancing Local Government CX

Boost your Local Government’s customer experience (CX) and community trust by implementing these actionable strategies focused on service efficiency, digital communication, and transparent governance.

Prioritise fast and effective resolution— residents expect quick, clear responses, especially for complex issues.
Improve handling of sensitive interactions— such as complaints, fines, and permits—to enhance trust and satisfaction.
Enhance digital communication— a well-designed online experience, supported by human interaction when needed, is key.
Boost transparency and trust— councils and elected officials must work to bridge the trust gap through clear and proactive engagement.

Work with us

Unveiling local council CX maturity, service delivery benchmarks and performance insights

In this webinar we uncover how local council’s CX compares to other service providers in their community and share the proven strategies being implemented by forward-thinking councils. You will gain valuable insights into successful initiatives that have driven improvements across service delivery, citizen satisfaction, and community trust.

We explore best practices, innovative actions, and highlight the essential steps councils can take to stay ahead in the ever-evolving landscape of local government customer experience.