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Customer satisfaction and performance framework - LGSS

Customer satisfaction and performance framework

With over three million interactions across many hundreds of customers every year, it’s important that our customers have access to effective feedback channels.

We have a substantial customer satisfaction and performance improvement framework, which has been recognised as ‘compliant plus’ by Customer Service Excellence UK and noted by the assessor as one of the most robust in the public sector.


Our holistic approach means we have a good understanding of how our operational delivery and strategic impact is received. As part of our governance, we report our overall annual framework results to our partners and customers. In addition, we also report it to the elected representatives of our partner authorities through the LGSS Joint Committee.

Aligned with our key performance indicator reporting, we also provide regular customer service reviews on results of completed feedback forms, progress against service improvement plans as well as comments, compliments and complaints.

How we use feedback

The results from our framework informs our continuous customer service improvement programme to drive continuous improvement based on feedback. We also use the results to keep our service level agreements up-to-date.

We work with our customers to agree the level of support and engagement required, offering direct access to one of our managers or directors, who regularly meet with customer representatives to discuss their priorities and feedback. Our directors also meet with customer chief executives regularly to discuss how we’re delivering against their corporate priorities.

Contact us to discuss your needs

Claire Townrow

Head of Customer Engagement, Business Development and Change


Contact Claire Townrow