Independent CX Benchmark
Discover how your council is really performing, and what it’s costing you.
Our Benchmark combines finance, resident feedback, service demand and channel performance to show where your council stands - and where savings and improvements are within reach.
What the benchmark includes:
Your CXS score
A clear, single score showing how your council performs across citizen experience, demand and service delivery – alongside key operational metrics.
Where you rank
See how you compare to councils like yours – by region, type and performance – and understand where you sit.
What to do about it
Identify the key issues driving demand, and the actions that will deliver measurable improvements and cost savings.
Built on independent data from across the UK
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382 UK Councils analysed
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5 independent data sources
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£8.62 average cost per phone contact
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Up to 10x cost difference between phone and AI-enabled channels
Why This Matters
Most councils already have the data. It's just fragmented. Finance sits in one place. Digital performance in another. Resident feedback somewhere else entirely. This benchmark brings it together, into one clear view of demand, performance and opportunity. So you can see not just where you are, but what to do next
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High volumes of avoidable contact
Many councils are handling significant levels of demand that could be reduced through better digital access and automation.
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Services under pressure
Manual processes and fragmented systems are driving inefficiencies, increasing workload and impacting service delivery.
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Missed digital opportunities
Resident demand for self-service already exists, but current channels often don't meet expectations or absorb demand effectively.
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Clear, measurable savings
By improving how services are delivered, councils can unlock substantial cost savings alongside better resident outcomes.
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Finance
MHCLG and CIPFA data on budgets and cost-per-service
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Demographics
ONS data on population, demand and service pressure
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Resident Voice
Public reviews and complaints data reflecting real experience
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Channel Audit
Assessment of digital, phone and service accessibility
