Issue - meetings

The Customer Service Manager presented the Annual Voice of the Customer Report 2023/24 and highlighted the following salient points:

§  The previous year 2023/24 had saw a decrease in customer feedback and customer demand. There had been an increase in compliments and decrease in comments.

§  Customer satisfaction had increased following improvements including the implementation of the CRM system which helped to keep customers more informed and up to date.

§  In terms of customer demand data, demand had decreased overall, and number of calls received had decreased. Face to face contact had increased and there were more visits through the door for tenant services and face to face appointments.

§  The website usage had increased, and it was reported that over 95% of customers made contact with the Council online or via telephone.

The Chairman praised the thorough report and thanked the Customer Service Manager on behalf of Members for the level of detail and data in the report. Members discussed the report and praised the customer service team for the high satisfaction rates. Members asked what a comment was defined as, and the Customer Service Manager responded that a comment was a suggestion on how the Council could improve or how processes or similar could be carried out differently.

RESOLVED: That Members welcomed the contents of the Annual Voice of the Customer Report for 2023/24 and noted the progress that had been made by the Council in improving the customer experience over the last 12 months.