Influencing decisions we make

Your voice is at the heart of everything we do. By working together, we review and implement changes that make our services better for everyone.     
   
Here’s how your feedback influences decisions at every level: 

• The customer voice is heard through customer feedback, consultation and insight and engagement.
• We act and deliver change through service improvements, policies, strategies and our corporate plan.
• Our Customer Voice Partnership brings together customer advisors to share their views, experiences and feedback. They play a vital role in how we listen, learn and improve. Together, they provide:
  • Customer influence  – sharing lived experience, insight and feedback about changes affecting customers such as new legislation, policies, plans and strategies, as helping inform and shape our services.
  • Constructive challenge by checking how services delivered to customers are performing to support continuous improvement actions.
    
    
• A strong voice at regional and local levels, ensuring customers influence and shape what matters most about where they live — with Neighbourhood Partners sharing a wealth of local insight, as well as reality check about how we’re perfoming at a local level through our regional forums.
• Customer Voice Partnership is closely linked to our governance structure ensuring the customer voice is heard at all levels and has a real influence and impact on decisions. The Chair is a member of the Customer Services Committee and provides updates to our Board.
• Our Board and Customer Services Committee (CSC), hear your voice in a variety of ways including #TheBigChat every three years, plus complaints, compliments, consultation, feedback, satisfaction and customers stories.
• We keep you informed about the decisions we make through our  Get Involved Framework , quarterly Customer Voice report and My Muir customer magazine - so you always know the impact of your voice.