FNDC ranked 10th in New Zealand for Customer Experience

Far North District Council has been ranked 10th out of 54 district councils across New Zealand for customer experience, following the release of the 2025 Customer Experience (CX) Benchmarking Programme results by the Association of Local Government Information Management (ALGIM). The independent annual audit placed FNDC 15th nationally among all participating councils and council-controlled organisations, with an overall CX score of 97 percent.

The result marks a dramatic turnaround in performance in a relatively short period of time. Just one year ago, the council recorded an overall score of 66.6 percent and was ranked 61st nationally. In 2025, FNDC achieved a +28.4 percentage point improvement and climbed 46 places in the national rankings. ALGIM noted that the improvement “indicates that recent changes to service delivery and customer interaction processes are having a significant and positive impact on customer experience outcomes.”

The uplift follows a focused programme of service improvements implemented from late 2023, with renewed attention on strengthening customer interactions, improving response consistency, and enhancing overall service quality. Council placed a dedicated emphasis on lifting performance across all customer contact channels, ensuring residents receive clear, timely, and professional support whenever they engage with the council.

At the time, the council’s contact centre was struggling to consistently meet Long Term Plan targets for First Call Resolution (greater than 66 percent) and Abandoned Call Rate (less than 12 percent), while independent mystery shopper audits had ranked FNDC 67th out of 78 councils and CCOs in 2022. High staff turnover and inconsistent performance were identified as key challenges.

The implemented changes introduced focused leadership, strengthened recruitment and training, improved quality assurance processes, and clearer performance accountability. The results are now evident across all customer channels. Email performance achieved 97.8 percent, ranking 3rd nationally. The online portal recorded 97.7 percent in its first year of benchmarking. Telephone service improved to 91.4 percent, with particularly strong performance during morning periods.

Group Manager – Community & Engagement, Ruben Garcia, said the result reflects the dedication and professionalism of council’s frontline teams.

“Our Contact Centre and Customer Service teams have worked incredibly hard to lift performance and rebuild trust in how we serve our communities. This result is not accidental, it is the outcome of deliberate structural change, investment in leadership, and a clear focus on customer experience. To move from 61st nationally to 15th in one year is something our team should be immensely proud of.”

The ALGIM report places FNDC in the upper national quartile, well above the district council peer average of 90.5 percent and the national average of 89.4 percent. Regionally, FNDC ranked second out of the four Northland councils participating in the programme.

Importantly, the audit methodology assesses real customer interactions across email, phone and online channels, weighted across key areas such as first impressions, communication and listening, knowledge, problem solving, and overall experience. FNDC’s strongest results were in email and online interactions, demonstrating clear written communication, accessible digital pathways, and effective self-service options.

While the improvement is significant, the council acknowledges that continuous improvement remains the focus. The ALGIM report identifies opportunities to further strengthen telephone consistency during off-peak periods and to sustain high performance across all channels.

This achievement signals a broader organisational commitment to service excellence. As the primary point of contact for many residents, the Contact Centre plays a critical role in shaping community perception and trust. The 2025 result confirms that FNDC is once again positioned among the leading district councils in New Zealand for customer experience.

Residents can continue to contact council via phone, email, or online at fndc.govt.nz to access services, make enquiries, or provide feedback. The council welcomes ongoing feedback to ensure services continue to improve and meet the needs of Far North communities.