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I Heart Customer Experience

Hi there Viewpoint patrons.

My name is Iain Brown and I am the Regulatory and Customer Services Manager at the Whanganui District Council.

One of the things that I am passionate about is the customer experience people have when they interact with an organisation such as ours.  Because of this, I am asking for your help to answer three questions to assist our group to create a fantastic customer experience.

Our group comprises of:

  • Customer Service – which includes front-of-counter, cashiers and the call centre
  • The Environmental team, which includes Building and Health officers
  • Planning and Compliance Teams, which includes Resource Management Planners, Animal Control and Parking Officers.

I would like to invite you to share your thoughts on your customer experience when interacting with the council.

Taking inspiration from Simon Sinek’s TED Talk – Start With Why, I’ve put together three questions below.

If you could answer each question with a couple or more bullet points that would be great. And please let me know if it relates specifically to one service area.  If there are any other comments you would like to make to improve our customer experience, please add them.

You can also contact me directly at if there is anything else that might assist us as a team.

Looking forward to hearing from you,


The questions are:

  1. What do you think we (Customer Service, Building, Health, Planning, and Compliance) are here for?
  2. Why do you think we do it?
  3. How do we fulfil our roles?

Or if you prefer to provide feedback via an online survey, you can access one here.


Closes 30 November 2017

WDC Administrator

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