The survey forms part of the council’s Customer Experience Review, which is looking at how people currently interact with the council, what works well and where improvements could make accessing services easier.
People may contact the council online, by telephone, by email or in person. Different people can have different experiences, needs and preferences.
The council wants to understand:
- what currently works well
- what can be difficult or frustrating
- what may take more time or effort than it should
- which ways of contacting the council work best for different people
- what aspects of the current experience people value most
- what people consider most important when thinking about future improvements
Feedback will be considered alongside other evidence and engagement activity to help inform the Customer Experience Review and any future recommendations that emerge from it.
No specific changes have been agreed as part of the review. The purpose of this engagement is to better understand people's experiences of contacting and accessing council services.
The survey is about people’s experience of contacting and accessing council services, rather than the quality or outcome of an individual service decision.
Residents and service users can take part whether or not they have contacted the council during the last 12 months.
The survey should take around ten minutes to complete and is open until Sunday 15 November
Complete the customer survey: Customer Experience Review – customer survey – Fill in form.
Paper copies are available from council Customer Service Centres.
If you need support or an alternative format to take part, contact [email protected].
Please do not use the survey to request a service or seek an update on an individual enquiry. You can find service contact details on the council website.
The survey is part of wider engagement, including feedback from council colleagues and direct engagement with customers and services.