A customer survey has been launched to understand how people prefer to contact East Lothian Council.

The results of the survey will help the council develop a new customer strategy designed to make sure people can access services in the ways that suit them best, that they can get good service when contacting the council and that they can self-serve as much as possible.

Councillor Colin McGinn, Cabinet Spokesperson for Community Wellbeing, said:

“We want to make sure we’re continuing to deliver the very best possible customer service to local residents. We know that many people wish to contact us digitally while other folk need to get in touch in different ways. It has been a time of change in recent years and this survey is a fantastic opportunity for people in East Lothian to provide us with direct feedback to help shape our new customer strategy. I would encourage as many people as possible to have their say.”  

The council recognises that a lot has changed in the past few years with the pandemic and rising cost of living.  More customers want to contact the council digitally at a time that suits them, and it is important that the council makes this as easy as possible. Some customers still need to contact the council in other ways, and officers need to make sure they can respond quickly and as efficiently as possible.

This survey will help the council to understand the experience of customers when contacting us now and how they would like to contact us in future so that we can design services to meet people's needs.

The survey is available on the council's consultation hub.

Published: Thursday, 23rd March 2023