There are situations where customers may not have access to GovMetrics standard
three channels to provide feedback – maybe the service delivery took place at
home, or at a service centre which is too small to justify a panel or kiosk.
Capturing this feedback could be important to obtaining a complete and balanced
view of the levels of satisfaction with these services or delivery mechanisms.
You may also be excluding a significant age or social group from feedback
collection by not having the ability to capture feedback by post.
How Does GovMetric:Post Work?
GovMetric:Post makes it easy to capture postal feedback:
First, a suitable post card design is created, based on a standard template
which uses the same smiley faces and layout as our familiar panels. Council logo
and corporate colour scheme can be accommodated to ensure customer recognition.
Second, your GovMetric settings are set to manage and report on the postal data
as a separate channel.
Finally, you distribute the cards to the relevant staff members or locations to
hand out to customers as required.
From there on the process is completely automatic – the customer completes and
returns the card to rol’s freepost address. We enter the feedback information
into your database and it is immediately available for you to view and report
on.
Additional Feedback Alternatives
- A web url can be put on the card allowing the customer to give feedback on the
service directly to the GovMetric system.
- A telephone number can be put on the card to connect the customer directly to
GovMetric’s IVR system allowing feedback to be gathered for those who cannot
easily post a card.
In both cases the data is treated separately to normal web and telephone
channels and will appear in the post channel reporting.