Customer Experience Strategy draft
We want to make interacting with us easy and a positive experience. We recognise the need to become more consistent in our approach, and more supportive when customers access our services.
Customers access a wide range of services and we know that the experience will differ depending on the service needed and how it is accessed, for example online, face to face or over the phone. Customers have told us that there are 4 things that make a difference to how they feel about their overall experience:
• Feeling listened to
• Being able to get what they need
• Trust in the Council to spend money wisely
• Feeling valued as a customer
We know from customer and community feedback that we have work to do to improve. Our ambition over the next 5 years is to improve the experience our customers have when they interact with us. To do this, we will work to get the basics rights, but to also regularly gather feedback to fully understand what our community needs and how we can improve their experiences. This information will inform action, and by regularly listening to feedback, will help us to keep a track on how we are doing.
Over the past 12 months, we have spoken to different community groups and held resident workshops. The feedback has helped us shape this approach to improve customer experiences. Thank you to all of our residents, businesses, partners and community groups for their input and support in the creation of this strategy.
We would really value your feedback on the draft strategy we have created. Please view the draft strategy document below before completing this survey. An easy read version is available.
Please note you will need to login or register for a free account to participate in the survey.
If you need help filling in this survey, you can complete the survey over the phone by calling our Customer Services Team on (0118) 974 6000. You can also request a paper copy of the survey by completing our contact form on our website.
This survey will close on 16 August 2023.