Customer experience

Customer research

In focus groups customers told us that they liked using our website, and that they would like to be able to use it for more things at a time that suits their needs. Customers also told us that they did not like having to chase us for updates but that they did not want us to move to a completely digital (website) offering as this does not suit all.

43% of customers surveyed on our website achieved what they wanted to online, however 45% did not achieve what they wanted to online. Of customers who report being dissatisfied with our website and did not achieve what they wanted online; 22% were looking for a way to contact the Highland Council. In addition, a further 10% explained their online experience was not user-friendly.

In focus groups, common themes emerged. Customers told us that:

• they need to be able to contact the right person first time
• they need to have clear expectations set
• we need to communication and provide updates