With increasing use of email as a primary means of interacting with customers,
it is important to give this communication channel all of the feedback
opportunities available on the more traditional channels. Most importantly, when
you send an email to a customer you need to be able to offer them the
opportunity of giving feedback on the service received. GovMetric:Email provides
this capability as well as the full suite of reporting available on other
GovMetric channels.
Capturing feedback on the email channel is important to obtaining a complete and
balanced view of the levels of satisfaction obtained through this means of
communication, particularly as it represents a lower cost communication channel.
Ensuring channel shift to email is undertaken with a complete view of the
satisfaction obtained will ensure high take up and limit any issues of exclusion
of any customer group.
How Does GovMetric:Email Work?
The GovMetric:Email implementation is very straightforward. You will be provided
with a small snippet of HTML and/or text for inclusion in your email signature.
When the customer receives the email they will either see the familiar GovMetric
smiley faces (if you are sending HTML and they are set up to receive it) or a
text web link. Clicking on the relevant smiley or the text link will take them
to a web page, using their normal web browser, where additional details of their
feedback such as the service used and their reason for
satisfaction/dissatisfaction will be gathered along with a comment if required.
This data is automatically captured by the GovMetric system and results are
available through standard GovMetric reporting allowing you to understand
customer satisfaction in relation to the service used. GovMetric also allows
comparison of satisfaction across channels offering the ability to gain insight
into the effects of channel migration on customer satisfaction.
