Best Practice Guide – Customer consultation methods

Technology Taskforce members recognise the power of listening and acting on customer feedback in order to improve their customers’ experience, including those who are disabled or older. By listening, learning and acting, organisations can effectively understand the needs of their customers and create an open dialogue that will help to ensure that customers’ needs and feedback are acted upon.

We know that because everyone experiences disability differently, regular consultation with those who will actually use services and products produces better results than just “accessibility experts” alone. What actual customers think of products and services, and any changes planned, can help shape the outcome more positively.

Organisations should ensure they focus not just on the challenges highlighted to them by their customers, but also on the positive feedback. Understanding what is working well enables ongoing and increased investment and a blueprint for other initiatives, whilst focusing on pain points may provide quick wins.

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