Customer Strategy 2020 to 2023
Contents
What we know about our customers
Who our customers are
Population
- Total population - more than 192,000
- Large university - approximately 8,000 students
- Garrison - capacity for approximately 4,000 military personnel
- Businesses - 7,455
Age of population
- 20.8% aged 0 to 17
- 62% aged18 to 64
- 17.2% aged 65 and over
Visitors
Many of our customers are from overseas/outside the city.Employment status
- 68.4% are employed
- 7.6% are self-employed
- 3.2% are unemployed
- 20.8% are economically inactive
Housing
- 34.4% live in a property that is owned with a mortgage
- 31.9% live in a property that is owned outright
- 18.7% rent privately
- 13.5% live in socially rented homes
- 1% live rent free
- 0.5% live in a shared equity property
What our customers are telling us
Through the most recent surveys and feedback from customers we learnt:
What was most important to them
- A polite and respectful response
- To get what they need quickly and efficiently
- To feel valued
What we are good at
- Providing a polite and friendly service
- Being respectful of customer's individual needs
- Willingness to go the extra mile to resolve customer queries
Key areas for us to improve
- Our communications with them (including emails, letters)
- Our website – to keep it updated and to make it easier to use
- Responding to their enquiries in a timely manner
Data source
ONS 2018 mid year population estimates (released 26/06/2019)
Households ONS – Labour Force Survey 2017, accessed through NOMIS Labour Market Profiles
Employment status – ONS Annual Population Survey 2018, accessed through NOMIS Labour Market Profiles
Households ONS – Labour Force Survey 2017, accessed through NOMIS Labour Market Profiles
Employment status – ONS Annual Population Survey 2018, accessed through NOMIS Labour Market Profiles
Page last reviewed: 23 December 2020