Customer Experience

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Feedback opportunity has concluded

In March and April 2024 we listened to people who live, work and study in Oxfordshire about their experiences of customer service, and how we can deliver an excellent customer experience for everyone.

We heard from 187 people through:

  • An online survey
  • Feedback boards in libraries
  • One to one conversations in community spaces across the county

You said

  • You want there to be a variety of ways that you can contact and interact with the council, to meet different people’s needs.
  • We should improve the way we deal with complaints.
  • Council staff should have the knowledge and training to be able to resolve your queries.
  • Don’t make assumptions, collect information and use data to inform decisions.
  • We need to work closely with town, parish, and district councillors to implement the strategy.
  • You want to feel confident that we are listening and responding to your feedback.
  • It should be easier to get information outside of working hours.

We did

  • Invested in better software for our customer services team, giving you more ways to get in touch with the council while keeping face to face options too.
  • We are re-designing our process for dealing with complaints. This will make sure they are heard by the right people, resolved quicker and we use what we learn from them to improve our services.
  • Started a new project to improve the training we give our staff, so that they have the knowledge they need to answer your questions.
  • We are using more data to help us understand who uses our services, how they use them, and what they want from us so that we can make them better for everyone.
  • Made a commitment in our action plan to work closer with partner organisations, keeping people informed about what we are doing in response to your feedback and make them aware of the new strategy.
  • We are investing in digital channels, so that more information and more services will be available to you online 24 hours a day.

Next steps

The Customer Experience Strategy was approved by Oxfordshire County Council’s Cabinet on 14 May 2024. You can read the strategy here.

We are working on an action plan to make sure we meet all the commitments we have made. In May 2025 we will share our progress and a plan for the rest of the year.

You can find out more about the initial consultation on Let’s Talk Oxfordshire.

In March and April 2024 we listened to people who live, work and study in Oxfordshire about their experiences of customer service, and how we can deliver an excellent customer experience for everyone.

We heard from 187 people through:

  • An online survey
  • Feedback boards in libraries
  • One to one conversations in community spaces across the county

You said

  • You want there to be a variety of ways that you can contact and interact with the council, to meet different people’s needs.
  • We should improve the way we deal with complaints.
  • Council staff should have the knowledge and training to be able to resolve your queries.
  • Don’t make assumptions, collect information and use data to inform decisions.
  • We need to work closely with town, parish, and district councillors to implement the strategy.
  • You want to feel confident that we are listening and responding to your feedback.
  • It should be easier to get information outside of working hours.

We did

  • Invested in better software for our customer services team, giving you more ways to get in touch with the council while keeping face to face options too.
  • We are re-designing our process for dealing with complaints. This will make sure they are heard by the right people, resolved quicker and we use what we learn from them to improve our services.
  • Started a new project to improve the training we give our staff, so that they have the knowledge they need to answer your questions.
  • We are using more data to help us understand who uses our services, how they use them, and what they want from us so that we can make them better for everyone.
  • Made a commitment in our action plan to work closer with partner organisations, keeping people informed about what we are doing in response to your feedback and make them aware of the new strategy.
  • We are investing in digital channels, so that more information and more services will be available to you online 24 hours a day.

Next steps

The Customer Experience Strategy was approved by Oxfordshire County Council’s Cabinet on 14 May 2024. You can read the strategy here.

We are working on an action plan to make sure we meet all the commitments we have made. In May 2025 we will share our progress and a plan for the rest of the year.

You can find out more about the initial consultation on Let’s Talk Oxfordshire.