Customer Insight and LSPs

‘Customer Insight, LAAs and CAA’ was a workshop faciliated by Derrick Johnstone for East Midlands Improvement and Efficiency Partnership on 9 June 2009. It was designed to explore how customer and citizen intelligence help tackle local priorities, with the emphasis very much on partnership dimensions. Sessions focused on customer-focused strategy and service improvement, the use of customer segmentation tools, ‘circles of need’ and customer journey analysis.Derrick’s slides can be downloaded here ( pdf 1539KB). These include several sides which capture feedback from discussion groups. The event built on a previous briefing on ‘Customer Insight and LAAs’ prepared by Educe for Improvement and Efficiency West Midlands.

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