Hi Mike
We are just running a very basic program at Penrith. We send a survey to our customers who report issues via our website and ask them to rate our services from 1 to 5 and give us verbatim commentary. (We get a 30% response rate!!)
We also run a major community survey every two years, through an external agency, this gives us some comparisons between us and other Councils.
We are about to start phone surveys post calls, just having a few teething issues with the tech.
Happy to chat further, sounds like you’ve got some great plans.