Issue - meetings

To seek approval of the Customer Experience Strategy.

(Report attached)

RECOMMENDED that

the Every Customer, Every Time Customer Experience Strategy, attached at Appendix 1 to the report, be approved.

The Committee received a report and presentation setting out the key features of a draft Customer Experience Strategy, which was highlighted as being the first joint strategy across the two Councils, Redditch Borough and Bromsgrove District Councils.

There was an Action Plan which set out the means of achieving the desired outcome and which covered four themes. These themes focused upon getting the basics of the experience right, transforming the service to meet customer needs, better understanding the customer and ensuring that staff were customer focussed.

Members welcomed the Strategy and noted that the staff working in customer services already did a very good job, often in quite challenging circumstances. It was anticipated that the success of the Strategy would be reflected in a further reduction in customer complaints.

RECOMMENDED that

the Every Customer, Every Time Customer Experience Strategy, attached at Appendix 1 to the report, be approved.