Understanding the Voice of the
Customer and narrowing the gap
between customer expectations and
experience is vital to improving the quality and
efficiency of services.
GovMetric enables you to listen to the Voice
of the Customer across all contact channels, to
prioritise which areas to improve and to
measure improvements through near real-time
reporting.
Click the sector tabs on the right for more information.
Local authorities are being called on to do a lot more with a
lot less. We can help to optimise the effectiveness of cheaper
access channels, and find ways of saving money without seriously
impacting service delivery.
Over fifty district, county, unitary and London borough authorities
are using the customer insight provided by GovMetric to deliver
"right first time" services, making the most of their lower cost
access channels and minimising expensive failure demand.
Find out
more
Demand for social housing is increasing, at a time when tenants'
expectations of housing services have never been higher.
The GovMetric service provides constant, near real-time feedback
from your tenants on their experience of your service delivery,
bringing actionable insights directly to your desktop in a
cost-effective way.
Find out more
Capturing 'point of experience' feedback is particularly
important in an environment that can bring each patient into
contact with an enormous array of different people, places and
procedures over the course of their treatment.
GovMetric is a complete solution for managing patient-led service
improvement, enabling service providers to target improvements in
the areas patients really notice. It can be applied across the full
range of healthcare settings, from GP surgeries to hospital
wards.
Find out more
Citizen-focussed police and fire services mean reflecting
citizens' needs in decision-making, service delivery and practice.
By responding effectively to citizen feedback, you will be able to
improve public confidence, increase service user satisfaction and
strengthen public involvement.
GovMetric improves public confidence by showing local people that
their concerns are being listened to and addressed. It encourages a
citizen-focused culture among staff, and can be used anywhere from
local stations to call handling centres.
Find out
more
The key elements of GovMetric's approach - simplicity, high
levels of end user engagement, and an absolute focus on data which
delivers actionable customer insights - are also available to the
private sector under our ServMetric brand. Click here to find out more.
GovMetric's position as market leader in the public sector means
that we are able to offer insight across all public authorities.
Working in partnership with the MJ we produce monthly patterns of
user interactions.
It covers interaction volume by the principal
communications channels and include customer satisfaction
by channel, reasons for dissatisfaction and interaction
patterns across key services areas.
Click here to view the insight.
Meeting the TSA Tenant Involvement and Empowerment
Standard
Alex Chapman, GovMetric Account Director, examines a suggested
response for housing organisations
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