"We believe that the Voice of the Customer is
crucial in tackling the challenges common
to all service organisations: doing more with
less, creating a positive customer
experience, streamlining processes and
getting it right first time; but if only it were
as simple as just listening. There are many challenges along the
way - asking the right questions, in the
right way and at the right time,
to ensure that customers are prepared to
engage with you and that the
feedback they provide is
valuable; and ensuring that the value of customer
feedback is maximised and that a culture of
customer-driven improvement is embedded into the
organisation. We have a unique
combination of expertise,
technology and software that is
designed to tackle all of those challenges, and we work hard to
ensure that our customers get the best results possible
from their investment in customer feedback"
Nic Streatfeild, Director, GovMetric.
About Us
GovMetric and ServMetric are divisions
of rol Solutions Ltd. rol is a leading
provider of solutions that engage, enable and empower citizens and
the community. We have worked with central and local
government for over 15 years on a wide range of local and national
projects which all have one thing in commons - improving the
dialogue between service providers and consumers, to the benefit of
both parties.
We genuinely care about our customers getting real benefit from
the solutions we provide, and we recognise that investing in the
best possible feedback collection and analysis service is just the
start - it's the people issues, both internal and external, which
will make or break a customer driven improvement programme.
Our regional managers work with customers from the pre-sales
stage, through implementation and remain in regular contact once
your service is established, to ensure that you get the right
solution for your organisation. In addition to standard
Helpdesk services, we provide a wide range of support- for example,
online seminars on aspects from maximising customer engagement to
getting more from your data, or one to one mentoring of customer
service team leaders around staff engagement and motivation.
Complete toolkits, including best practise advice, document
templates and more, are available to assist you with the "soft"
aspects of your programme, for example communicating objectives and
results both internally and externally.
We have regular User Groups at which a diverse set of strategic
and operational topics are covered, often looking at sector-wide
environmental or policy changes and their impact on service
improvement. The User Groups are also a forum for us to understand
our customers' emerging needs, and have driven many product
improvements as well as shaping new additional modules such as
Equalities data collection, which are complementary to our core
objectives.
If you would like to understand more about our service and
approach, or even just discuss where your organisation is at on the
journey towards service excellence, please contact us through info@govmetric.com or
telephone 01572 756 565.