Improving customer experience
Our ambition is to make it as easy as possible for all customers to get in touch with us, with staff consistently doing all they can to resolve their request or question quickly, fairly and efficiently.
Delivering excellent customer experience
In recent years we have become very good at changing the way we deliver our services to make sure we can meet the increased demand for them.
Whilst we will continue to look for ways to provide the most effective services, we know there are things we can do better when it comes to responding to the needs of our customers. This can often be something quite simple – but which makes a big difference.
Even when it’s not something we are directly responsible for, we need to actively help people, so they are quickly in touch with the right person, organisation or service. We do this most of the time but we will try hard to always do it.
We know from conversations with residents that their experiences vary and can be improved. We will put in place customer service standards for the Council, with a focus on staff trying their hardest to positively and actively solve a customer’s enquiry.
We will also aim to sure make staff know the history of a customer’s contact with the Council so decisions/advice by officers is always made in full view of all the facts. This will help to make sure we are being fair and consistent.
We will develop a Customer Improvement Strategy that will include a single set of customer standards for the Council and acceptable behaviours standards for both our staff and customers. We’ll develop these through talking to our customers, and analysing compliments, complaints, social media comments / messages, feedback direct to services and results of the forthcoming resident’s survey.
We need to get better at consistently tracking the experience and outcomes for all our customers whenever and however they contact us. Before we do this, we will undertake a thorough analysis of our customers’ current experiences and how well or not our staff, processes and systems support a positive relationship. This will make sure that we identify which areas of the Council we should concentrate on first. We will also see where digital services / technology can support a better customer experience.