View the Qualitative Insights Repository
The Qualitative Insights Repository is online platform for partners and council teams to share and view insights gathered from Wirral residents. It hosts Health and Wellbeing evidence gathered throughout Wirral. The insights shared have been gathered by Wirral's Qualitative Insight Team and a variety of partners from across the Community, Voluntary and Faith sector.
Building on the work of Wirral's Public Health’s Qualitative Insight Team, the Qualitative Insights Repository host insights which explore the wider determinants of health here in Wirral and delve deep into the reasons behind the health inequalities experienced. The insights will support partners and council teams when making resident-focused decisions.
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Customer Experience - Qualitative Insights
This research was conducted by the Qualitative Insight Team in Public Health, Wirral Council, following a request to better understand resident and staff experiences of the corporate complaints process. The team explored how customers navigated the journey from initial enquiry to formal response, asking questions about communication, clarity, expectations and the personal impact of delays. Staff were asked about confidence, capacity, process boundaries and communication challenges. The aim was to identify barriers, highlight good practice and generate actionable learning to inform the Customer Experience Strategy and working group, and improve how complaints are handled across services.
09 Mar 2026
Insight provided by: Qualitative Insight Team, Public Health, Wirral Council