Agenda item

The Committee heard from the Customer Experience Manager, who introduced the report. It was highlighted that report included data on customer feedback, satisfaction levels, and service demand. The Manager reported that the year had been positive overall for customer experience; a new contact centre had been implemented, and a new customer experience strategy introduced, contributing to improved outcomes. It was noted that complaints had reduced while compliments had increased. Overall customer satisfaction had risen by 5%, reaching 87% overall, this improvement was attributed to the introduction of a new Customer Relationship Management (CRM) system, which had enhanced communication and service tracking for customers. It was highlighted that the newly launched Big Bin Clear Out service, introduced in April 2024, had received a satisfaction score of 95%.

The Manager continued, adding that of the 159 complaints received, 31 had been upheld, representing a decrease to 20%, and all improvement actions arising from upheld complaints had been completed. It was stated that one complaint had been upheld by the Ombudsman during the year, relating to a noise issue. No injustice had been found, but a request had been made to update information, with further details to be provided in a subsequent report to the Committee.

It was explained that customer demand had increased across all channels, with a notable rise in face-to-face contact at the Guildhall, particularly for tenant services. It was stated that telephone and online channels accounted for 94% of all contact. The Manager confirmed that work would commence on implementing a new two-stage complaints process, as recommended to all councils by the Ombudsman, with introduction planned for April 2026, subject to Management and Committee approval.

A Member of the Committee welcomed the report and praised the improvements made in customer access and service delivery. It was noted that the report reflected the Council’s investment in service accessibility and responsiveness. The increase in compliments was highlighted as particularly encouraging.

A Committee Member raised a query regarding the measurement of face-to-face contact, specifically whether visitors accessing tenant services such as Job Centre Plus were included in the statistics. It was confirmed by the Manager that all individuals entering the building were counted, as initial contact was made with Council Staff.

The Chairman expressed concern about accessibility for residents living outside the Gainsborough area. It was acknowledged that while most customers used digital or telephone channels, some individuals—particularly those less comfortable with technology—continued to rely on face-to-face contact. It was emphasised that further consideration should be given to supporting those who struggled with digital access or experienced distress when contacting the Council. The Chairman noted that Officers occasionally provided outreach support, but awareness of this service was limited among Councillors and residents. The importance of ensuring equitable access to services across the district was stressed.

It was acknowledged by the Manager that not all residents found it easy to access services, and assurance was given that where individuals were unable to do so, outreach support would be provided. It was reported that additional engagement activities were planned, including Officer attendance at local coffee mornings in community centres and village halls across the district. These events were intended to raise awareness of available services and improve community access.

A suggestion was made by the Chairman that Councillors be provided with flyers or posters for display on local noticeboards, outlining how residents could seek help. The Chairman and other Committee Members highlighted that the Council’s homepage was not always intuitive, especially when accessed via mobile devices, and that improvements were needed to ensure accessibility for all users. In response, the Manager confirmed that a comprehensive review of the Council’s website was underway to enhance user experience across all devices. It was highlighted that a new chatbot had been launched during the week, offering real-time assistance across all pages of the site.

The Chairman acknowledged the value of direct engagement between residents and officers, emphasising the importance of maintaining visibility and responsiveness within the community.

Members of the Committee commended the significant increase in compliments received. The efforts of the customer service team were recognised by the Committee, and praise was given for their outreach work, including engagement with town councils. It was suggested that such engagement should be expanded and strengthened in anticipation of potential Local Government Reorganisation, with community-level links becoming increasingly important.

Further acknowledgement was given to the positive work undertaken by Officers, particularly in relation to grants, sports, and cultural services.

The Chairman concluded by inviting members to join in offering congratulations to the Customer Services team, recognising the positive impact of their efforts. It was noted that while complaints had been discussed during the meeting, the volume of compliments received was a clear reflection of the high standard of service delivered.

Having been proposed, seconded, and voted upon, it was unanimously

RESOLVED that the contents of the Annual Voice of the Customer Report for 2024/25 be welcomed, and the progress that had been made by the Council in improving the customer experience over the last 12 months be noted.