Councils who use GovMetric are giving you a simple and effective means to let them
know how you feel about the service they have given.
Whenever you deal with your local council and whether it is face to face, on the
telephone or on the web, letting them know how you feel about the service they give
plays a very important part in helping them improve and maintain standards of service.
The GovMetric system offers a quick and easy way to provide this feedback using
GovMetric's very recognisable three smiley faces.
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GovMetric provides a key management information tool to understand customer services
and the impact of cost savings.
Ensuring customer service doesn’t suffer while you make overall cost savings will
be difficult to achieve, particularly if you have no measure of customer satisfaction
on which to base the required actions.
GovMetric gathers customer satisfaction, at the point of customer contact, on all
channels and for all services. The resulting management information provides you
with everything from a quick overview of performance to detail service-by-service
and channel-by-channel reporting.
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If customer satisfaction is a key measure of performance you need to be sure you
have accurate data.
Customer satisfaction needs to be measured at the point of contact, while the service
experience is fresh in the customer’s mind – not weeks or months later when they
will have forgotten the detail and may be influenced more by current local news
or other external events than by their own experience.
GovMetric provides a simple, self-service, means for customers to give feedback
on their contact with your council at the point of service – whether this is face
to face, on the telephone, on the web, by email or by post.
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Customer feedback is an essential measure of a council’s performance and has a very
powerful impact on Website design, content and use.
Council websites are becoming the key means to allow customers to self-serve, with
all of the consequent benefits of cost reduction and improved customer satisfaction.
However, putting information on the web without understanding how customers react
to this information may cause frustration and push customers back to more traditional
communication channels. GovMetric provides a key mechanism to gather customer satisfaction
and other feedback and helps you in the process of using this information to improve
your website.
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Customer feedback is an essential measure of a council’s performance.
If you are responsible for measuring your councils performance against targets and
reporting to Central Government on National Indicators then it is essential that
you have a view of customer satisfaction over the measurement period to provide
a customer view of performance improvement.
GovMetric helps you to address these issues. By measuring customer satisfaction,
at the point of contact, on all channels and for all services, GovMetric builds
up a complete picture of how your council performs, in the eyes of your customers.
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