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Making a difference to our customers - listening, learning and improving

Making a difference to our customers - listening, learning and improving

10 March 2021
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Hundreds of services are provided by Wokingham Borough Council. It is committed to continually improve the way that it works to make a difference to its residents and ensure they have a great customer experience. 

The council has launched a new online survey which will measure the overall level of customer satisfaction for its services. The system is initially being used on the council’s website at: www.wokingham.gov.uk but it will be rolled out during the coming weeks to cover the main other customer access points: phone and email.  

It’s a really easy system to use. When the customer visits the website, they can rate the usefulness of the information by selecting one of three faces, ranging from smiley to sad, and answer a few quick questions.   This will help the council learn more about what works, what doesn’t and if there is anything that needs to be improved. 

Once the customer has selected an appropriate face for their feedback, a pop-up box appears, and they can enter the reasons for the rating.  There is also an option to leave a more detailed comment. No personal data is collected.

Cllr Gregor Murray, executive member for resident services, communications and emissions, said: “We want to improve customer satisfaction by improving both the quality and efficiency of how we deal with a customer enquiry. 

“We want to put the customer at the centre of all that we do. So it’s really important we engage with them and allow our customers to help shape our services to meet their needs. To be able to do this, we need them to feedback on how well we are doing and if we need to make any improvements.  I’d encourage anyone visiting our website to spend a few minutes giving us their valuable feedback.”

The council has also recently agreed its Customer Charter, which is aligned to its Corporate Delivery Plan.  This is a set of standards and behaviours that the council promises to adopt and uphold when dealing with customers. It sets out how the council will:

  1. Be open, honest and manage expectations
  2. Support and care for people as individuals
  3. Be responsive, friendly and helpful
  4. Get it right first time and build on successes
  5. Listen, learn and work as one team to resolve issues


Cllr Murray added:  “We are a customer-focussed organisation, and are always looking at ways to improve the customer experience. We do this by putting ourselves in our customer shoes and listening to what they have to say.”

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