Decision details

Customer Experience Strategy

Decision Maker: Tourism, Communities, Culture & Leisure Committee

Decision status: Recommendations Approved

Is Key decision?: Yes

Is subject to call in?: Yes


Wirral Council is committed to providing exceptional customer service. This strategy sets out how that will be achieved over the next four years. The Customer Experience Strategy is one of a suite of five strategies that shape our new operating model and deliver on our improvement plan.


This project will support the delivery of all five of the Wirral plan themes.


One of the key underpinning principles of the Wirral Plan is “Relationships -Working with residents, partners, businesses and communities for a better Wirral”. The Customer Experience Strategy will set out how we engage with all our customers to improve those relationships.


This strategy enables the authority to move away from a view that customer service is the responsibility of a single team or department, but instead recognises that it is a cross cutting theme that spans the whole organisation and links intrinsically with Wirral’s wider plans. It enables customer experience to become part of our core vision and values of ‘being customer focussed’ that each and every council officer subscribes to.


Resolved – That


(1)  the Customer Experience Strategy as set out in appendix one of the report be approved.


(2)  the Customer Charter as set out in appendix two of this report be approved.

Reasons for the decision:

The development of a Customer Experience Strategy is a key element of the Wirral Improvement Plan.


The Customer Charter provides a concise summary of how the Council’s core values are reflected in interactions with its customers.

Alternative options considered:

The Wirral Improvement Plan stipulated the development of a Customer Experience Strategy. No other options are therefore suggested.

Report author: Fergus Adams

Publication date: 10/03/2023

Date of decision: 09/03/2023

Decided at meeting: 09/03/2023 - Tourism, Communities, Culture & Leisure Committee

Effective from: 16/03/2023

Accompanying Documents: