Customer experience

Aims and objectives

Considering everything that we heard from our customers, it was clear that our vision for the Highland Council in its simplest terms needed to be:

"To put the customer at the centre of what we do, make it easy for customers to contact us and to keep them updated as their enquiries progress”

Recognising the different needs of our customers, and listening to customers, the aims and objectives of our vision includes:

• we will offer an inclusive customer-focused journey, ensuring that the customer is at the heart of what we deliver
• we commit to ensuring all our customers can access the services and information they need through the route that best suits their needs.
• we will empower customers who can to self-serve online to do so
• by improving our online offering we will free up staff time to support customers with more complex needs and those unable to self-serve
• we will provide a range of contact methods, understanding that not all customers are able to use our website
• regardless of the contact method used, we will keep all customers informed of the status of their enquiry or request though to resolution
• customer experience will be the same regardless of how people choose to contact us
• we will take a customer-focused approach to how we design, deliver and operate services, passionate about making a difference to how we connect with customers and how customers connect with the Highland Council

The aims and objectives were tested and refined whilst building the Customer Charter and during a review of the Housing Repairs Process.