Weekly Customer Feedback Review Checklist for Local Government
A checklist for systematically reviewing all community member feedback channels, identifying themes, and implementing improvements based on community member input.
Supports Local Government Act compliance, freedom of information requirements, and public accountability standards.
Complete Checklist
- 1Compile all community member feedback received during the week from all channelsCritical
- 2Review online reviews on Google, Facebook, and industry-specific platforms
- 3Read through community member survey responses and satisfaction scores
- 4Review community member complaints logged during the week and their resolutionsCritical
- 5Analyse positive feedback to identify what the council is doing well
- 6Categorise feedback by theme such as service, service, pricing, or communication
- 7Identify recurring themes or patterns that indicate systemic issuesCritical
- 8Respond to any unaddressed online reviews or public feedback
- 9Share relevant positive feedback with the team for recognition and morale
- 10Document improvement actions arising from feedback with owners and deadlines
- 11Follow up on improvement actions from previous weeks to check progress
- 12Calculate the weekly community member satisfaction score or Net Promoter Score
- 13Update the feedback tracking log or database with the week's data
- 14Report key feedback insights and trends to management
Frequently Asked Questions
What are the best ways to collect community member feedback for a small council?
Use a mix of methods: ask for Google reviews after a positive interaction, send short email or SMS surveys after service delivery, provide a feedback form on your website, monitor social media comments, and train staff to note verbal feedback. The easier you make it for community members to provide feedback, the more useful data you will receive.
How do we turn community member feedback into meaningful council improvements?
Look for patterns rather than reacting to individual comments. When multiple community members mention the same issue, it signals a systemic problem worth addressing. Assign each improvement action to a specific person with a deadline. Track the impact of changes by monitoring whether related feedback improves after implementation.
How should we respond to negative online reviews?
Respond promptly, professionally, and empathetically. Thank the reviewer for their feedback, acknowledge their concern without being defensive, and offer to resolve the issue offline. Include a contact name and method. Other potential community members will judge your council by how you handle criticism, not by the criticism itself.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.