Customer Services Strategy

Thank you to everyone who completed our draft Customer Services Strategy consultation, which has now closed. Taking into account the views of respondents, the strategy will be finalised ahead of it being considered for adoption by the Cabinet in March 2019.

Why do we need a Customer Services Strategy?

Mole Valley District Council (MVDC) recognises that its wide range of customers get in touch for a variety of reasons, from paying for a service to reporting a problem. Whatever the reason for contacting MVDC, customers want a quick and easy resolution wherever possible.

MVDC is committed to providing services in a variety of ways that enable this to happen. This includes delivering a 'digital first' approach which allows customers to access services 24/7 via the website, while still providing traditional ways of contact for those who need it.

The draft Customer Services Strategy 2019-24 is yet another way in which MVDC puts its customers at the heart of everything it does and looks to improve in order to meet customers' ever-changing needs and expectations. MVDC has already demonstrated its commitment to Customer Service through eight of its frontline services achieving Customer Service Excellence accreditation.

How can I get involved and have a say?

The deadline for feedback on the short online survey was Friday 18 January 2019. The consultation has now closed. The draft strategy is available to view in the section below.

What does the draft Strategy look like?

It is vital that the strategy is set out in an accessible way, so that it is easy for a customer to look at and understand. A copy of the draft is available here:

**Customer Services Strategy 2019-24 Document**

Drop-in Session

A drop-in session was held at the Council Offices in Dorking on Tuesday 15 January from 5 - 6.30pm in 'Committee Room 1'

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