Customer research
In focus groups, customers told us they liked using our website and would like to do more more easily at a time that suits them. They also said they did not like having to chase us for updates, but they did not want us to move exclusively to digital (website) services, as this does not suit everyone.
Forty-three% of customers surveyed achieved what they wanted online, while 45% did not. Among those who were dissatisfied and did not achieve their goals online, 22% were seeking a way to contact Highland Council. A further 10% reported that their online experience was not user-friendly.
Common themes from focus groups included the need for customers to:
- contact the right person first time
- have clear expectations set
- receive communication and updates