THE COUNCIL is to have a customer experience strategy for the first time.
Cllr Sarah Kerr, the executive member for climate emergency and residents services, introduced a report ahead of a public consultation on the subject.
She told the meeting of Wokingham Borough Council’s executive, held on Thursday, June 29, that it will provide direction and focus for those who have the interact with residents, in a bid to provide a consistent experience across the council, over a five-year period.
“We note there are pockets of excellent in the council in terms of customer experience, but some residents have had experiences that have been less than adequate,” she said. “This is about ensuring there is total ownership of the customer experience across the whole organisation.”
The consultation will be as jargon-free as possible, aimed at helping residents as much as possible.
Cllr Lindsay Ferris applauded the report, saying residents should feel “valued as a customer” and more work was needed to get to that point.
The consultation will run until August 17, with a finalised version of the plan coming in the autumn.
