Plymouth City Council uses GovMetric to embrace a Customer-led culture

Plymouth City Council, winners of the Customer Service Culture award 2009, had already committed to achieving Customer Service Excellence accreditation as part of a local government Devon-wide agreement.  Using GovMetric as an integral component to enabling the business to gain the accreditation, the council is successfully achieving a customer-focussed culture internally and develop customer journey mapping leading to service improvements through:

• Reducing avoidable contact (NI 14) through acting on what staff and customers think
• Auditing improvements by adopting a "You Said, We Did" culture by directly acting on customer feedback and measuring improvements
• Maintaining its CSE annual accreditation by including GovMetric as part of its annual consultation strategy
• Motivating staff by ensuring feedback naming individuals is shared with those individuals
• Embedding the customer-led culture in back office by adopting processes allowing back office staff to incorporate comments in service redesign.

"GovMetric was an excellent tool in providing consistent, quantifiable and auditable data that was wholly contributory to us achieving our Customer Service Excellence accreditation.  Using the data is key to embedding a continuous cycle of service improvements." Dave Saunders, Customer Services Operations Manager, Plymouth City Council

To find out more contact GovMetric.

Plymouth's account manager, Alex, presenting the team with their GovMetric award: Customer Service Culture Case Study of the Year