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 enables you to tailor service delivery to the 6 equalities groups by easily understanding how satisfied they are with service delivery and also which channel they use to interact with your organisation.

Action Planning

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.

Measuring Improvements

Once the action plan has been executed, GovMetric will continue to input to the continuous improvement cycle by measuring changes to the quality of the service provided, potentially with an audit trail of the changes that have been made.