Local business support in West Oxfordshire

Why are West Oxfordshire businesses receiving visits from mystery shoppers? And how do local shops with minimal staff survive in an age of unforgiving, instant-judgement online reviews? In a guest post for the Clarion, West Oxfordshire District Council explain their new programme to support local businesses.

What if better customer experience was your business’s biggest advantage? West Oxfordshire District Council believes in the power of our incredible local businesses as the heart of our community and the backbone of our offering as a tourist destination – and have built a programme to support them, free to any business that interacts with customers.

Across West Oxfordshire, so many of our local businesses are already doing great things, but we understand that with the rapid growth of review sites, which can be both a blessing and a curse, expectations of what makes great customer service are rising all the time. So, what is difference between a business customers use… and one they recommend, return to, and shout about?

The new, fully funded ACE (Achieving Customer Excellence) Programme can help you see your business through your customer’s eyes, a powerful insight to have. Often, it’s not about big changes, it’s the small actions that matter: A welcome at the right time; clear signage; knowing what your customer needs before they ask; the feeling of being valued, not just served.

We know that in a place like West Oxfordshire, businesses aren’t anonymous, they’re at the heart of our communities, shaping the character, identity and everyday experiences of the places we live. Whether you’re on a high street, a market trader, or running a service behind the scenes, your reputation travels fast, and so do recommendations. We also know that for many small businesses, getting this kind of independent insight or consultancy support isn’t always within reach which is why ACE has been designed as a fully funded opportunity.

ACE is designed with all of this in mind: practical, local, and focused on helping businesses thrive together, with support that’s straightforward, achievable, and easy to put into practice.

Seeing your business through your customers’ eyes

The programme starts with Insight6, the largest customer experience consultancy in the UK, who carry out professional mystery shopping visits that reveal what customers experience from the moment they arrive to the moment they leave.

• The visits will capture what customers experience from the moment they arrive to the moment they leave.
• You’ll gain a clear, honest picture of first impressions, how your team engages and supports customers, and how easy and welcoming your overall experience feels.
• Alongside this, you’ll receive practical feedback on what’s working well, where small changes could make a real difference, and simple, achievable steps to help you move forward with confidence.
• There’s also hands-on support, including clear insights, team training, and a follow-up visit to track your progress.

Most importantly, the programme is not a test for businesses, but rather, designed to be a fresh perspective on your business, highlighting what you already do brilliantly, while uncovering small opportunities to make the customer experience even stronger. The programme, run successfully elsewhere, is designed to deliver higher customer spend, more repeat visits, stronger loyalty, improved reputation, reviews and word of mouth recommendations, to deliver a more resilient and profitable business overall. But we know how busy running a business can be; the programme will help you focus on the actions that make the greatest difference.

Who is it for?

This opportunity is open to customer-facing businesses across West Oxfordshire, from retailers, cafés and hospitality venues to service providers, leisure businesses and more. If you interact with customers, this is for you!

Cllr Duncan Enright, Deputy Leader of West Oxfordshire District Council and Executive Member of Economic Development said

“Our local businesses are known for their quality, character and pride in what they do, and it’s often the little things that leave the biggest impression. The ACE programme helps businesses recognise those moments, refine what they already do best, and turn good service into something truly memorable. In a competitive environment, great customer experience makes all the difference. With a few simple changes, ACE supports businesses to create a warmer welcome, build stronger connections, and deliver experiences that keep people coming back, recommending them to others, and choosing West Oxfordshire time and again.”

If this sounds like something for you, You can find out more about ACE – Achieving Customer Excellence and how to get involved here. A small change can make the biggest difference.