Customer Experience
Feedback opportunity has concluded
We are developing a new customer experience strategy for Oxfordshire County Council, with a clear goal of putting you, our customers at the heart of our service delivery.
Whether you’re:
Applying for a parking permit,
Registering a birth, marriage or death,
Accessing adult or children’s social care,
Visiting a local library,
Or using any other of our wide range of services.
We want to provide you with the best possible experience.
Have your say
To share your views and help shape the new strategy, click on the questions shown under 'Ideas' below. Here you can: share your feedback and just like social media, react to and comment on feedback from others.
If you prefer, you can choose to answer the questions privately by clicking the 'Survey' button below.
For more information, please read the customer experience strategy document on the right hand side of this page.
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Share How can we make it easy, simple and quick for you to contact the county council? on Facebook Share How can we make it easy, simple and quick for you to contact the county council? on Twitter Share How can we make it easy, simple and quick for you to contact the county council? on Linkedin Email How can we make it easy, simple and quick for you to contact the county council? linkView All Ideasabout 2 months ago
Why is this a "new" initiative? This should always have been the focus of your activities!
Employees of the Council have jobs because we pay our Council Taxes. Councillors have their positions because we voted for them. That makes us to core priority of all activities at the Council. Did you just wake up one morning and decide maybe you should look after us better?
about 2 months ago
Reverse the use of call centres and bots
Recognise that many customers already know which service they need to contact and provide phone numbers and email addresses to enable them to do so directly if they prefer. Adding extra layers of centralisation or automation is pointless and frustrating.
about 1 month ago
'CHAT' facility on the Website
CHAT options are popular on large websites as it allows an option for a quick answer rather than joining a long queue on the phone.
about 2 months ago
Lose the menu system on the phone - have real people who can answer basic questions or who can quickly transfer the call to the right place
The voice menu system says you believe your time is more valuable than your customers, it is clumbersom, agrivating and slow. Stop it! Employ and train people to answer the phones quickly - people who actually work for the Council, not some contract call centre. Have an option to use the voice menu system if you must, it might help in times of high demand, but show us, your customers, some respect.
about 1 month ago
get rid of web chat and chat bots.
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Share Accessibility and inclusion are important. What can we do to make sure that everyone is able to contact the county council and its services? on Facebook Share Accessibility and inclusion are important. What can we do to make sure that everyone is able to contact the county council and its services? on Twitter Share Accessibility and inclusion are important. What can we do to make sure that everyone is able to contact the county council and its services? on Linkedin Email Accessibility and inclusion are important. What can we do to make sure that everyone is able to contact the county council and its services? linkView All Ideas
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Share What does excellent customer service experience mean to you? on Facebook Share What does excellent customer service experience mean to you? on Twitter Share What does excellent customer service experience mean to you? on Linkedin Email What does excellent customer service experience mean to you? linkView All Ideas29 days ago
When talking to someone in person, it would be nice to know that they are not ideologically and culturally compromised.
No 'on trend' badges or lanyards. Do the job without imposing viewpoints with your appearance.
about 2 months ago
Customer service is quickly answering questions or sorting issues without wasting our time with voice menus & brain numbing on-hold music
about 1 month ago
Give feedback on Fix My Street
Having no feedback means a user has no idea if a complaint is being acted on, deemed unimportant, or will be fixed if/when funds allow. Very frustrating experience.
