Improve Customer Experience

Case Study – Winchester City Council

Winchester City Council truly cares about its residents, businesses and visitors. Therefore, they wanted to improve their customer experience when contacting the council and when they receive council services. So an improvement programme now exists as part of the council’s commitment to doing what matters. It’s goal is to develop new approaches to customer services and also improve consistency. Within one week, an evidence-based review analysed 150 external customer demands. Consequently, failure demand has been reduced, bringing benefit to both the customer and the council.

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