With our increasingly diverse society, measuring customer satisfaction without
understanding people’s socio-economic background risks ignoring sections of
society and increasing disadvantage.
How Does GovMetric:Mosaic Work?
GovMetric:Mosaic provides a unique integration between the GovMetric
point-of-contact customer satisfaction system and the Experian Mosaic database.
This allows councils to view their satisfaction data in a new way, reporting
in-depth on socio-economic grouping by channel, by service and by satisfaction
level. With this information, action can be taken where services and/or channels
can be shown to be difficult to access by certain social groups or where channel
migration is failing to address the socio-economic divide.
GovMetric:Mosaic integrates the successful GovMetric customer satisfaction
system with the widely used and extremely comprehensive Experian Mosaic
database. By soliciting a post code from the customer while they are giving
satisfaction feedback, GovMetric:Mosaic bridges between the two systems tagging
the feedback data with the relevant socio-economic grouping.
Easy to Implement
Implementing GovMetric:Mosaic is simple, requiring only the enabling of
post-code capture to the normal GovMetric system, whether this is Face to Face
(Kiosk only), Telephone, Web, e-mail or post. Once post-codes are being gathered
the system will automatically cross match with the Mosaic database and store the
socio-economic grouping alongside the other satisfaction data.
Automatic Reporting
Once socio-economic data is being captured, a range of reporting options becomes
available:
- Reporting channel satisfaction by socio-economic group offers assistance with
channel migration and take-up strategies.
- Reporting service satisfaction by socio-economic group allows detemination of
how service strategies are accepted by different groups.
- Looking at channel or service volume and satisfaction trends by socio-economic
group allows monitoring of improvement initiatives and goals.
