Customer Experience Strategy

28 Oct 2023
Lib Dem councillors on the steps of Shute End

The Liberal Democrats in Wokingham are delivering on their manifesto promise to make it easier for residents to communicate with the council and to access council information and services.

Residents, businesses and partners - each in their own way a customer of the council – should have an excellent experience from their interactions with the council.  In our 2022 manifesto, prior to taking control of the council, we promised to make it easier to communicate with the council and to access council information and services.  We led the council to seek views from residents, businesses, partners and community groups on how we do this.  

Those consulted said they want to:

  • Feel listened to
  • Be able to get what they need
  • Trust the Council to deliver value for money
  • Feel valued as a customer

The resulting Customer Experience strategy and action plan are based on what matters to customers.  The strategy, the first of its kind at the Council, was approved at Council Executive on 26 October after a public consultation, and will be embedded council wide to ensure a consistently excellent experience. 

The new council website, launched in the summer, is an example of the productive work being done. Feedback is being gathered and used to continually improve its performance.

Lib Dem Councillor, Sarah Kerr, Executive Member for Residents Services, said:
“We want to put customers at the heart of what the Council does and make it easier for our residents to get the help they need, whether online, face-to-face or on the phone.

We have listened and built a plan which will ensure customers feel listened to and valued.

We will be continuing to monitor our performance using multiple information sources, and we will strive to continuously improve.”