Case Study: City of Adelaide achieves unified feedback and faster customer resolutions with Qualtrics

City of Adelaide - Customer Case Study

The City of Adelaide, the capital council serving 25,000 residents and 315,000 daily users, needed to simplify and modernise how it listens to citizens and closes experience gaps across departments. Faced with fragmented feedback, manual processes and rising digital expectations, the council wanted a single, digital-first approach to collect meaningful insights, speed up resolutions and improve overall service delivery.

By implementing Qualtrics CustomerXM the City consolidated feedback from multiple channels onto one platform, deployed visual dashboards and segmentation, and automated workflows so issues route immediately to the right teams. This made it easy to act on moments that matter (for example moving all permits online and reducing application effort), increased the volume and value of insights, sped up resolutions and embedded standardised CX measures and shared accountability across the council.

City of Adelaide

Steve Zaluski

Manager, Customer Experience