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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

Phases overview

Phase 1: Customer Experience Strategy 2024 - 2028

Customer Experience Strategy 2024 - 2028

Phase 2: 2025 Customer Experience Survey

2025 Customer Experience Survey

Phase 3: 2025 survey results

2025 survey results

31 October 2025 00:00 - No end date

The Customer Experience Strategy was launched in April 2024, following a survey of residents and a number of feedback sessions with community groups.

A further survey was conducted Spring 2025 to review progress. We received 544 responses to our survey and held several successful community engagement sessions that included customer experience roadshows at the Broadway Bexleyheath, Erith Town Centre and Sidcup High Street.

The results of the 2025 Customer Experience Survey showed satisfaction scores have increased, across every measured area. Where results previously highlighted areas of concern, we are now seeing consistent ratings that move from the lower end of the scale into the upper ranges.

Results are shown below:

We will provide clear information about our services and make it easy for you to access them: 24% said excellent (5) - up from 5% last year, 38% rated 4, 28% rated 3, 6% rated 2 and 3% rated very poor (1)

We will be clear about what services you are able to access and whether there are any charges for them: 15% said excellent (5) - up from 7% last year, 28% rated 4, 36% rated 3, 11% rated 2 and 10% rated very poor (1) 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: 13% said excellent (5) - up from 5% last year, 22% rated 4, 36% rated 3, 13% rated 2 and 15% rated very poor (1)

We will treat you with courtesy and respect at all times: 30% said excellent (5) - up from 14% last year, 29% rated 4, 26% rated 3, 7% rated 2 and 8% rated very poor (1)

Constantly listen and learn about the diverse needs of our borough and ensure that we provide inclusive, accessible services to you: 19% said excellent (5) - up from 5% last year, 23% rated 4, 31% rated 3, 17% rated 2 and 15% rated very poor (1)

Spend our limited resources wisely and well, working efficiently to make the most of our resources: 16% said excellent (5), 18% rated 4, 27% rated 3, 19% rated 2 and 20% rated very poor (1)

Telephone, email and website were most frequently used to contact the council over the previous year. Face-to-face, social media and letter were also used for contacting the council.

A smart phone was the most popular device used regularly but all device types were selected as used regularly. Not all, but most used either a smart phone or a non-smart mobile phone.

Some of the changes that have taken place since the start of the strategy include:

The complaints section of the Council’s website has been redesigned to improve navigation and make it easier for residents to direct their concerns to the correct service area.
A two-day early resolution stage has been implemented to address issues promptly before they become formal complaints, recognising that many cases are service requests rather than complaints.
A restructure has introduced dedicated leads for each directorate to strengthen relationships and drive improvement.

Thank you for your ideas and opinions.

Your views have helped to shape how we make further improvements to our customer services. For example, we are now reviewing 240 customer service lines to improve efficiency and make sure we can provide a resolution to your query the first times you contact us.

We will survey residents again in 2026 to make sure we are still improving and keeping to our customer service commitments.

Further detail can be found in the Customer Experience Update Report to Overview and Scrutiny October 2025.