Sevenoaks District Council

Case Study: iESE shows Sevenoaks where customer experience could improve


The Challenge

• Identifying areas where an already high-performing council could improve
• Examining all areas of customer service to identify possible areas for change and reform 


• Using the iESE diagnostic methodology - the Customer Focus Wheel - to examine four key dimensions of customer service: customer-centric vision, customer insight measures, customer- focused processes and customer service personality 

Why iESE?

• iESE shares knowledge and experience from other projects
• iESE's purpose-built Customer
• Focus Wheel examines customer service from all perspectives
• iESE can take a project from concept to completion alongside in-house staff 


• Sevenoaks was shown how its customer experience could be improved
• The organisation is looking at failure demand after analysis found this was a potential area for improvement 


“From our experience to date I am absolutely sure we are going to see benefits and will achieve what we are setting out to do with iESE. iESE has really listened and taken onboard the comments of the chief exec and our leader and what they want to achieve.” -  Amy Wilton, Corporate Customer Services and Delivery Manager