With our increasingly diverse society, measuring customer satisfaction without understanding people's socio-economic background risks ignoring sections of society and increasing disadvantage.

From a customer's perspective, we all want to be treated as individuals when dealing with our suppliers whether it's dealing with the local council, booking and staying in a hotel or even if we're looking for housing.  A one-size service delivery model does not fit all and is no longer acceptable in our society.

GovMetric:Customer Segmentation provides a unique opportunity to differentiate how satisfied the diverse groups of our communities and customer bases are.  This achieved by integrating the GovMetric service with Customer Segmentation systems, such as Mosaic and ACORN. 

Making Decisions, Measuring Improvements

By understanding satisfaction levels for the diverse socio-economic groupings, by channel and by service, action can be taken to address the socio-economic divide, whether services and/or channels are difficult to access, or where channel migration is failing, for specific social groups.

However, it can be difficult to gain this information to include the Voice of the Customer.  GovMetric:Customer Segmentation facilitates this and also shows the channels of preference by each customer segment.

Easy to Implement, Easy to Report on

Implementing GovMetric:Customer Segmentation across all customer access channels is simple, irrespective of whether this is face to face, on the phone, on the web, by email or post.

Viewing the satisfaction levels by group and/or type is even easier.  The GovMetric reporting suite brings all the information in to one area to ensure that on a day-to-day basis you can monitor the views of the diverse socio-economic groups.