Whenever you deal with your local council and whether it is face to face, on the
telephone or on the web, letting them know how you feel about the service they
give plays a very important part in helping them improve and maintain standards
of service.
The GovMetric system offers a quick and easy way to provide this feedback using
GovMetrics very recognisable three smiley faces.
Privacy
GovMetric is completely anonymous unless you choose to provide contact details
on the telephone or on the web.
How Do You Use GovMetric?
When you visit a council using GovMetric there will be a touch screen in the
customer area. Using it is very simple and quick – you press the panel or screen
to show what service you have used, how you rate the service (using the smiley
faces) and your reason for that rating. There may be additional questions,
depending on the councils implementation, to help them gain a better
understanding of how they may be able to improve their service to you and people
like you.
If you call a council using GovMetric on the telephone, then at the end of your
call, the council will offer you the opportunity to be connected to the
GovMetric system. If you agree, then you will be connected to our automated
system which will ask you the same questions which you would have answered using
the panel if you had visited the council – you use your telephone keys to give
your feedback. It is very simple and quick – the basic questions take no more
than 20 seconds to complete, although some councils may choose to ask additional
questions or may give you the option of leaving comments and/or contact details.
If you use a council website where they are using GovMetric then you will see
our smiley faces on their web pages. If you want to give feedback on a web page
then you simply click on the appropriate face. This will take you to another web
page where your reasons for that rating will be requested. Some councils also
give you the option of leaving a comment and contact details .
What Do Councils Do With The Information?
All the information provided by GovMetric is used by councils to gain a better
understanding of how customers are using their services with the aim of making
improvements.
GovMetric provides the councils with graphs and analysis of the information
showing customer satisfaction with particular channels such as face to face,
telephone or web and with particular services such as benefits, housing or
planning.
Web comment information is used to correct or improve the content of pages,
ensuring that customers can get the correct information from the web more
quickly and easily than they could on the telephone or by visiting the council
offices.
The information is completely anonymous unless the customer provided contact
details. In this case the council will be given these details so that they can
respond directly.
GovMetric will never use any personal information for any purpose other than
to provide it to the relevant council.