Using customer insight to deliver effective transformation of services for Somerset
Welcome to our new section on customer insight, and how it can increase understanding of the residents, businesses and other organisations who use services in Somerset.
Somerset County Council has completed a major project which comprises two elements:-
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A bespoke segmentation of Somerset households, combining Experian's national segmentation MOSAIC and data on the County Council's own service users to identify eleven Groups;
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A wide-ranging series of focus groups and interviews with our customers - resident groups, service users and businesses - to provide a deeper understanding of the County Council's customers, their needs and expectations.
The documents below detail the findings of this project, showing how they could be applied to target service delivery and communications more effectively and efficiently.