Local Government Feedback Collection
A systematic approach to gathering, organising, and acting on community member feedback from multiple channels to drive continuous improvement.
Purpose
To capture meaningful community member feedback at key touchpoints, analyse it for actionable insights, and feed those insights into service, service, and process improvement initiatives.
Scope
Applies to all community member interactions and touchpoints where feedback can be solicited, including post-purchase, post-support, periodic surveys, and ongoing relationship management.
Prerequisites
- Survey and feedback collection tools configured and tested
- Defined feedback categories and rating scales aligned with council objectives
- Staff trained on how to request feedback without being intrusive
- A feedback review cadence and responsible team established
Supports Local Government Act compliance, freedom of information requirements, and public accountability standards.
Step-by-Step Procedure
Identify Feedback Touchpoints
Map all community member journey touchpoints where feedback can be collected and determine the most appropriate method for each.
- 1.1Review the community member journey map and identify key interaction points
- 1.2Select the feedback method for each touchpoint such as survey, interview, or rating prompt
- 1.3Define the timing for feedback requests to maximise response rates
Design Feedback Instruments
Create surveys, questionnaires, and interview guides that capture the information needed without overburdening the community member.
- 2.1Write clear, unbiased questions aligned with the feedback objectives
- 2.2Keep surveys concise with a target completion time under five minutes
- 2.3Include a mix of quantitative ratings and open-ended qualitative questions
- 2.4Test the feedback instrument with a small group before full deployment
- Shorter surveys consistently achieve higher completion rates
- Always include at least one open-ended question for qualitative insight
Deploy Feedback Collection
Launch the feedback instruments across all identified touchpoints and ensure they are functioning correctly.
- 3.1Configure automated survey triggers in the CRM or support system
- 3.2Brief community member-facing staff on how to encourage feedback participation
- 3.3Verify that all links, forms, and integrations are working
Monitor Response Rates
Track feedback submission rates and take corrective action if response rates fall below target.
- 4.1Review response rates daily during the first week and weekly thereafter
- 4.2Identify touchpoints with low response rates and investigate potential causes
- 4.3Adjust timing, messaging, or incentives to improve participation
Aggregate and Categorise Feedback
Collect all feedback responses and organise them by category, sentiment, and priority to facilitate analysis.
- 5.1Export feedback data from all collection channels into a centralised repository
- 5.2Categorise responses by theme such as service quality, service speed, or communication
- 5.3Tag responses by sentiment as positive, neutral, or negative
Analyse Feedback for Insights
Review the aggregated feedback data to identify trends, recurring themes, and priority areas for improvement.
- 6.1Calculate key metrics such as Net Promoter Score, Community member Satisfaction Score, and Community member Effort Score
- 6.2Identify the most frequently mentioned positive and negative themes
- 6.3Compare results against previous periods to track trends
- 6.4Highlight urgent issues that require immediate attention
- Look for feedback themes that correlate with community member churn for high-impact improvements
Report Findings and Recommendations
Compile a feedback report with key findings and actionable recommendations for relevant stakeholders.
- 7.1Prepare a summary report with visualisations of key metrics and trends
- 7.2Include specific community member quotes that illustrate major themes
- 7.3Present recommendations prioritised by impact and feasibility
Distribute the Report and Assign Actions
Share the feedback report with relevant teams and assign action items for improvement initiatives.
- 8.1Distribute the report to division heads and senior leadership
- 8.2Assign specific action items with owners and deadlines
- 8.3Schedule follow-up reviews to track progress on action items
Quality Checkpoints
Common Mistakes to Avoid
Expected Outcomes
Percentage of community members who complete a feedback survey when prompted, indicating the effectiveness of the collection method.
Measure of community member loyalty based on the likelihood of recommending the council to others.
Percentage of improvement actions identified from feedback that are completed within the target deadline.
Frequently Asked Questions
Who is responsible for acting on feedback insights?
The community member experience manager distributes findings to relevant division heads who are responsible for implementing improvements. Progress is tracked through the project management system.
How should negative feedback be handled?
Negative feedback should be acknowledged, investigated, and addressed directly with the community member when possible. It should also be logged and included in trend analysis for systemic improvement.
Should incentives be offered for completing feedback surveys?
Incentives can improve response rates but should be used carefully to avoid biasing results. Small, non-conditional incentives such as entry into a prize draw are generally appropriate.
How often should community member feedback be collected?
Transactional feedback should be collected after each significant interaction. Relationship surveys should be conducted quarterly or semi-annually depending on the community member base size.
What is the ideal length for a community member feedback survey?
Feedback surveys should take no longer than five minutes to complete, typically consisting of five to ten questions including at least one open-ended question.
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