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Board paper: customer experience strategy

Purpose and recommendations

To update the Board and seek approval of SEPA’s Customer Experience Strategy, which provides a single framework for improving how customers experience our services.

The strategy supports delivery of SEPA’s Corporate Plan by placing customer needs, accessibility, trust and service quality at the centre of how we design and deliver our services. It establishes a shared direction and set of expectations that can guide decision-making across the organisation and over time.  

The Board is asked to approve the draft Customer Experience Strategy (Appendix 1) as approved by CLT on 17 June 2026.

Authors: Davina Fereday, Head of Engagement and Insight; Daniel Greig, Engagement and Insight Manager; Fiona Whyte, Specialist Advisor

Corporate Leadership Team Sponsor: Kirsty-Louise Campbell, Deputy Chief Executive

Date: 22 June 2026

Read the paper on the customer experience strategy (MS Word, 207 kB)