What customer experience lessons can local government take from the private sector? In a relationship of limited choice, can investing in improving the customer experience help councils make much-needed savings?
Where once, good customer service was considered a point of competitive advantage, today it’s become a basic requirement, with nine out of ten organisations planning to compete primarily on the basis of customer service excellence.
How does this apply to the customers of local government?
Can – and should - a resident’s experience of finding out the dates of their bank holiday bin collection compare with their latest ASOS order and return?
How does a local business’s online planning application compare with their latest request for car insurance?
This report looks at customer experience in the private sector and highlights lessons for local government.