Decision details

Customer Experience Strategy Progress Report

Decision Maker: Tourism, Communities, Culture & Leisure Committee

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No


This report updates members on the progress made relating to the Customer Experience Strategy. The strategy, along with an accompanying Customer Charter were approved by the Tourism, Communities, Culture and Leisure Committee in March 2023.


The Assistant Director for Leisure, Libraries and Engage introduced with the Senior Manager, Engagement, the report of the Director of Neighbourhoods which detailed the progress in the implementation of the Customer Experience Strategy.


Various graphs and narratives were presented which Members discussed and sought further detail on issues such as call waiting lengths, accessibility for people without digital access or who had alternative language needs, and the terminology.


Resolved - That the progress made in delivering the Customer Experience Strategy be noted.

Report author: Fergus Adams

Publication date: 26/02/2024

Date of decision: 25/01/2024

Decided at meeting: 25/01/2024 - Tourism, Communities, Culture & Leisure Committee

Accompanying Documents: