Understand Customer Demand

Sevenoaks District Council service review case study

Case Study – Sevenoaks District Council

Sevenoaks District Council is an award-winning council with a secure financial footing. Despite having satisfied customers and no imperative need to change, the council wanted to improve their customer experience further. They also wanted a better understand their customer demand. Along with the Customer Focus Wheel diagnostic review, iESE carried out a demand analysis. Consequently the analysis identified that 89% of customer contact was due to failure demand.

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