2025 Customer Experience Survey
The Customer Experience Strategy was launched in May 2024, setting out our aims over the next four years to put customers at the heart of what we do. In the strategy we made three commitments to our customers, for which our customers can hold us to account:
- We will provide clear information about our services and how you can access them.
- We will be clear about what services you are able to access and whether there are any charges for them.
- If we are not able to provide you with the service you need, we will support you to identify those who may be able to help.
Your feedback shapes how the Council improves its customer service to you. We want to listen and learn from you. Complete this survey to let us know how we are doing and how we can improve.
Phases
Customer Experience Strategy 2024 - 2028
After a consultation at the beginning of 2024, the Customer Experience Strategy 2024-2028 was published.
A Customer Experience Action Plan was developed to support the delivery of the strategy and below are some of the highlight improvements that have been delivered since the implementation of the strategy:
- The Council contact centre over the last three years has improved its answer rate, achieving a 93.6% answer rate in 2024-25.
- We recently launched an end of call customer satisfaction survey to all calls that are answered within the contact centre.
- We implemented a Special Educational Needs and Disability feedback form for families.
- We implemented quarterly engagement sessions with customer groups such as AGE UK and Active Horizons.
- We delivered Phase 1 of a new Customer Relationship Management System to support contact centre enquiries being dealt with at first point of contact.