The document outlines how the city of Chorley improved customer service over three years by focusing on customer insight, prioritizing services around customer needs rather than internal silos, and using social media and targeted community outreach programs to better engage residents and gather feedback. Through these initiatives, Chorley saw a 14% increase in customer satisfaction, top rankings nationally in managing resources and organization, and greater civic pride and happier residents.

1. The Real Benefits of Customer Insight Chorley Case Study Presentation by Cllr Peter Goldsworthy Leader

6. Civic pride campaign

8. Use of Social Media You Tube, Twitter, Facebook

9. New Chorley Smile Magazine Includes events and information about the Council and its services for local people in an upbeat and positive way…

10. Weeks Of Action high profile multi-agency engagement in local communities. Areas picked on the basis of household data from MOSAIC customer profiling

13. Examples of Circles of Need – Assisted Collection

14. Want to find out more? Final Report User Guide Glossary Guide Powerpoint version of Circles of Need Model

15. Thank you. Any questions or comments?