What we asked
The main purpose of the consultation was to seek views on customer service preferences (design with, not for).
What the response was
There were a total of 580 responses. Telephone and email are still the preferred channels of choice for contacting the council, followed by online service and then face to face at Service Points. Customers said their priority was to get a responsive service with great ease of access to information. 92% had used the council website in the past year.
What was decided as a result of the response
There remains a place for face to face service provision, particularly in remote areas, and there is a big appetite for improved online services; particularly around social care. Although Facebook remains the preferred social medium for keeping up to date with council developments, over a third of respondents would like to use Whatsapp. When reporting on performance: response and resolution times are the most popular followed by satisfaction levels. So all the above are featured in team plans for 2025-26.
