Customer Experience

Based on feedback from our customers, it was clear that our vision for the Highland Council could be summarised as:

"To prioritise the customer in everything we do, making it easy for them to contact us and keeping them informed as their enquiries progress."

Recognising the diverse needs of our customers and listening to their feedback, our vision’s aims and objectives include:

• providing an inclusive, customer-focused experience, ensuring the customer remains central to our services
• ensuring all customers can access the services and information they need through the most suitable route for them
• empowering those who can self-serve online to do so
• enhancing our online services to free up staff capacity, enabling us to support customers with more complex needs or those unable to self-serve
• offering a variety of contact methods, recognising that not all customers can use our website
• keeping all customers informed of the progress of their enquiries, regardless of their chosen contact method
• providing a consistent customer experience, no matter how customers choose to contact us
• adopting a customer-focused approach to designing, delivering, and operating our services—passionate about improving how we connect with customers and how they connect with the Highland Council

These aims and objectives were tested and refined during the development of the Customer Charter and through a review of the Housing Repairs Process.