With our increasingly diverse society, measuring customer satisfaction without understanding
people’s background and special needs risks ignoring sections of society and increasing
disadvantage.
GovMetric:Equalities provides the GovMetric point-of-contact customer satisfaction
system with additional facilities to capture equalities information from customers
at the same time as they provide satisfaction information. This allows councils
to view their satisfaction data in a new way, reporting in-depth on equalities information
by channel, by service and by satisfaction level. This will support action taken
where services and/or channels can be demonstrated to be difficult to access by
certain ethnic, gender or disability groups or where channel migration is failing
to address these areas.
How Does GovMetric:Equalities work?
GovMetric:Equalities adds a short additional question set to the end of the standard
GovMetric satisfaction questions. These questions include:
- Gender
- Ethnicity
- Age
- Disability
The equalities module then provides in-depth reporting on the responses to these
questions both in terms of the number of each category represented by respondants
and also in relation to their satisfaction responses.
Easy to Implement
Implementing GovMetric:Equalities is simple, requiring only the enabling of equalities
capture on the normal GovMetric system, whether this is face to face (Kiosk only),
Telephone, Web, e-mail or post. Once equalities data is being gathered the system
will automatically store and report on this information.
Automatic Reporting
Once equalities data is being captured, a range of reporting options becomes available:
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Example report type
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Potential outcome
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Reporting summary data
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Understand overall customer equalities demographics for service definition
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Reporting service satisfaction by equalities grouping
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Determine how service strategies are accepted by different groups
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Looking at channel or service volume and satisfaction trends by equalities group
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Monitoring improvement initiatives and goal
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