Ensuring a great customer experience
Our new Customer Experience Strategy is due to launch this summer and sets out to achieve the key elements of our Corporate Plan in terms of ensuring “a consistently great service offer for customers that’s easy for everyone to use” and by “designing our services in collaboration with users and colleagues”.
This strategy has been developed using a range of customer feedback – including a bespoke consultation exercise that resulted in almost 1,000 customers providing their views.
The Customer Experience strategy outlines our focus and ambitions for the next three years – in line with four key pillars:
Fair and Equitable Outcomes
Customer Driven Services
Great Customer Experience
Operational Excellence
This will mean designing and developing services based on customer needs and in partnership with customers – using your feedback to improve the way we work. We will work hard to ensure our colleagues have the right skills and support in order to provide the best services possible, including easy to use processes, so we work efficiently and keep things simple for customers. We will aim for right first-time delivery and ensuring customers feel listened to and informed, through our actions and communications. Our end goal is to improve customer experience based on delivering brilliant basics consistently – leading to improved satisfaction for our customers.
Our new strategy will be shared on the website and Our Voice platform, so look out for it landing in the coming weeks!
