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Customer Case Studies

GovMetric has been deployed across a wide range of councils, and in some cases has been enhanced or extended to develop further insight into customer behaviour and experience.

Bridgnorth Borough Council

  • Capturing customer and staff feedback to improve service interactions.

Charnwood Borough Council

  • Implementing access channel improvements based on customer feedback and evidence gathered over 18 months.

Harborough District Council

  • Using customer satisfaction feedback to prioritise service improvements.

Lincolnshire County Council

  • Capturing customer feedback in customer service centres to inform joint shared service strategy.

London Borough of Sutton

  • Understanding customer channel performance and informing the channel migration strategy.

Nottinghamshire County Council

  • Using very specific customer feedback on webpages to drive improvement in the web access channel.

North East Derbyshire District Council

  • Profiling customers and their corresponding satisfaction with accessing specific services over certain access channels using Mosaic.

North Shropshire District Council

  • Including customer satisfaction data as a key part of their corporate performance management culture.

North Wiltshire District Council

  • Measuring and combining equalities data with customer satisfaction feedback.

Rutland County Council

  • Informing channel optimisation and efficiency savings.

South Holland District Council

  • Corporate wide understanding of customer satisfaction and how this complements the value for money agenda.

Spire Homes

  • Developing a structured cross channel approach to gathering customer satisfaction feedback in housing.

Wrexham County Council

  • Innovative bi-lingual cross channel customer satisfaction feedback.