Issue details

Customer Experience Strategy

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.

Decision type: Key

Reason Key: Significant people impact;

Decision status: Recommendations Approved

Decision due: 9 Mar 2023 by Tourism, Communities, Culture & Leisure Committee

Lead director: Director of Neighbourhood Services

Contact: Fergus Adams, Neighbourhoods - Constituency Manager Email:


Agenda items


  • Customer Experience Strategy