Decision - Annual Customer Insight Report 2022/23

Brighton and Hove Strategy, Finance & City Regeneration Committee Decided 13 Jul 2023 approved GET /api/coverage

Decision maker

Strategy, Finance & City Regeneration Committee

Report author

Rima Desai

Published

25 Jul 2023

Reference

6997

As published

the council's own words, unedited

1) That the Committee notes the Customer Insight Annual Report for 2022/23 as set out in Appendix 1 and provides support and challenge to officers to further improve customer experience and customer satisfaction with the council.

Parsed from the document

gpt-5.6-luna-2026-07-09 · 16611/911 tokens · 7491ms · parsed 9 Sep 2026 12:03

Everything below was read out of a PDF by a model It is useful and it is not authoritative. The document it came from is linked in the rail, and where the two disagree the document is right.

The report brings together information about customers’ experiences of using Brighton & Hove City Council services during 2022/23. Overall customer satisfaction increased from 57% to 59%, while the report identifies service-specific actions to improve accessibility, communication, online services and complaint handling.

Recommendation

Continue monitoring customer insight and implement the planned council-wide and service-specific improvements to improve customer experience.

Financial impact

None stated

Ward affected

city-wide

Date in document

26 Jun 2023

Stakeholders named

parsed

ResidentsVisitorsBusinessesStudentsCouncil service users and their representativesCustomers requiring additional support or facing digital exclusionCouncillorsCouncil staffCommunity groupsCharitiesPublic and private sector services

Next steps

parsed

Review Customer Service Centre provision and explore additional council contact points across the city.
Continue improving online services and accessibility.
Conduct mystery shopping exercises to quality-assure service delivery.
Implement the planned service improvements across adult social care, benefits, children’s services, city environmental management, council tax, housing, parking, planning, registration and transport services.
Continue monitoring customer satisfaction, accessibility, compliments, complaints and contact data through the annual Customer Insight Report.

Precedents

not built

"Decided elsewhere" is not built Finding the same decision in other councils needs semantic matching over decision text, which is part of the search rewrite. Until then, the council's own decisions list is the way through.