Penrith City Council CX Consulting Case Study

Penrith City Council CX Consulting Case Study

In 2014, Penrith City Council was faced with the operational challenge of managing growth whilst maintaining costs. The organisation wanted to look at potentially centralising customer enquiries and generating greater operational efficiencies. To help define its customer management strategy, Penrith City Council needed an independent and evidence-based evaluation of its customers’ experience and expectations when interacting with the Council.

Penrith City Council engaged the Fifth Quadrant Customer Experience Consulting team to conduct a customer experience review because of the company’s track record working with local government and in-depth customer experience expertise.

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