You are under pressure to achieve 3% year-on-year cost savings while at the same
time maintaining or improving standards of service. Reducing costs may be
difficult, but having a reliable means of measuring customer satisfaction, let
alone demonstrating improvements is something that you may not have had to
contemplate until now.
You also know that the costs of dealing with a customer are a major part of your
expenditure and reducing these costs will help with your 3% goal – but do you
know what channels customers are using and for which services? Do you know how
satisfied customers are with using web access, compared to talking to your
council on the telephone?
GovMetric helps you to address all of these issues. By measuring customer
satisfaction, at the point of contact, on all channels and for all services,
GovMetric builds up a complete picture of how your council performs, in the eyes
of your customers.
This picture helps you establish base line performance from which the effects of
cost reduction activities or service improvement strategies can be measured. It
also provides you with the data required to implement channel migration
strategies while maintaining levels of customer satisfaction.
GovMetric also gives you mechanisms to simplify the gathering and reporting of
data to central government on National Indicators such as NI 14 and NI 179 –
both of which revolve around managing and reducing costs while monitoring and
maintaining customer satisfaction.