The facts

  • 43 Percent 43 Percent

    43% of citizens surveyed said they find it hard to access services from public sector organisations in the ways they want. Younger citizens aged 18-24 in particular want to use social media more often for customer service.
  • 56 Percent 56 Percent

    When asked to list the top five things that matter most in a service experience, 56% of citizens surveyed ranked issues being resolved satisfactorily as their main concern.
  • 49 Percent 49 Percent

    49% of citizens have contacted their local council in the past year. The five most common reasons for doing so (apart from housing) all relate to the environment – including refuse, recycling and the general appearance of their local area.
  • 7/10 7/10

    The typical council responds pretty well to these types of enquiries - the average score given to a council’s customer service is 7 out of 10

Don’t just take our word for it

Great Expectation
Great Expectation

Great expectations in hard times – the full report

The Great expectations in hard times report brings together perspectives on the frontline of service in the public sector and, most importantly, the opinions of citizens who use it. They share insights into what you need to consider to ensure that your future investments in customer service are targeted, focused and successful.

Citizen Expectation

Keeping citizens satisfied

We’ve highlighted the key findings from our research in an infographic that shows what citizens really value when it comes to customer service. Explore what they want, how they want to connect with you, and the five golden rules of public sector customer service.
 
Citizen Expectation
Tips Tea
Tips Tea

Five practical tips towards a better citizen service future

Although there’s no magic formula for better service, especially in the public sector, our contributors recommend five broad areas for you to focus on.
 

Why Vodafone

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    We are the connection you can trust

  • Pillar innovate icon Pillar innovate icon

    We always innovate to keep you one step ahead

  • Pillar right thing icon Pillar right thing icon

    We deliver on our promises

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    We'll give you service tailored to your business