As part of its ongoing focus on customer service Argyll and Bute Council has had a Customer Service Strategy and Charter since 2010, which is regularly reviewed following extensive customer surveys. The Charter tells customers the standards of response and behaviours customers can expect from council employees depending on how they contact us and what we need customers to do to help us provide them with good services. The Current Charter and Strategy and Strategy Action Plan of upcoming customer service improvements were reviewed in 2024 and are available at the bottom of this page. The Customer Service Performance Infographic 2024-25 details performance against key charter pledges.
The council constantly checks its performance against key customer service metrics such as customer satisfaction, quality and timeliness and publishes a range performance reports, that are also considered by elected Members at Area Committees and the Audit and Scrutiny Committee. Important reports include the Council’s Annual Performance Report and the Annual Complaints Report. We also benchmark our service delivery performance against other councils as part of the Local Government Benchmarking Framework and use feedback from all these sources to drive continual improvement such that detailed in our Output Improvement Plan and ICT and Digital Strategy.
The Council also uses the Customer Service Excellence standard as a way of assessing the quality and customer service, both corporately and for individual services, such as the Corporate CSE Assessment outcome noted below.
Bob Miller
Customer Service Development and Support Manager
Robert.Miller@argyll-bute.gov.uk
01546 604026
Customer Service Excellence (CSE) Assessment Reports
Customer Service Charter and Strategy
- Customer Service Strategy, Charter and Action Plan 2024 - 2027
- Customer Service Charter
- Customer Service Strategy Action Plan progress report July 2025
- Procedure on unacceptable actions by customers
Customer Satisfaction Reports
Customer Satisfaction Survey Report - Customer Service Points April to September 2025 (FQ1 and FQ2)
Customer Satisfaction Survey Report - Telephone Calls October to December 2025 (FQ3)
Customer Satisfaction Survey Report - Registration Services April to September 2025 (FQ1 and FQ2)
