Customer Leadership Committee
Bringing people together across our business to champion the customer voice and create better experiences.
We champion customers
Great communities start with listening.
At AVID, that’s more than a belief. It’s built into the way we work, from the first sketch through to the day you move into one of our neighbourhoods. Every decision begins with understanding the people we’re creating communities for, because the best communities are shaped by the people who call them home.
Built into how we work
Our Customer Leadership Committee brings together representatives from every part of AVID including development, construction, sales, marketing, customer experience, finance, technology, legal and people and culture.
Meeting regularly, the committee ensures the voice of the customer helps shape decisions across the entire business. By bringing together different perspectives, we’re able to continually improve the communities we create and the experience we deliver.
Bringing people together begins long before neighbours meet. It starts by bringing together the people within our own business to create better outcomes for every customer.
Meet the people behind every great customer experience
Proof, not promises
Our Customer Leadership Committee is one of the ways we embed customer thinking throughout AVID. It’s supported by a range of initiatives that help us measure, improve and continually raise the standard of every customer experience.
Customer Charter
Our Customer Charter sets clear expectations for the service, communication and support every customer can expect throughout their journey with AVID.
Service Standards
Behind our Charter are measurable service standards that hold us accountable, including clear response timeframes and consistent communication at every stage of the customer journey.
CSIA Accreditation
Our customer experience is independently assessed against nationally recognised standards through accreditation with the Customer Service Institute of Australia, reinforcing our commitment to service excellence.
Annual Customer Index
Every year we ask our customers how we’re performing. Their feedback ensures continuous improvement to deliver better experiences because listening doesn’t stop once a community is complete.
Voice of the Customer
Customer feedback is shared across the business, ensuring every team has a deeper understanding of our customers and can use those insights to make better decisions.
From contract through to settlement, customers have a dedicated contact together with secure access to their own online portal, providing information, updates and support.
The difference you’ll experience
Our customer first approach means you’ll experience clearer communication, greater transparency and confidence that every stage of your journey has been thoughtfully designed with your needs in mind.
Because when every part of our business is listening, every customer benefits.