Customer experience

Measuring success

It is important that the success of our framework can be measured. Feedback from staff was they wished to know if they were delivering for customers.

Reporting

The My Council Programme reports to the Redesign Board and reporting on the Customer Experience Strategy will be through this on a six-monthly basis. Reporting on service performance against service standards will be incorporated into quarterly performance monitoring to strategic committees.

To be reported quarterly (every 3 months):

• number and percentage of reports and requests for services resolved
• number and percentage of reports and requests for services open beyond published service standards
• complaints by geographic and service area resolved, lessons learned and actions taken (measure under development)
• percentage calls that contact the right person first time (measure under development)
• customer Satisfaction survey - 85% report overall satisfaction
• choices of contact channels – report increase/ decrease in usage