Customer satisfaction needs to be measured at the point of contact, while the
service experience is fresh in the customer’s mind – not weeks or months later
when they will have forgotten the detail and may be influenced more by current
local news or other external events than by their own experience.
GovMetric provides a simple, self-service, means for customers to feedback on
their contact with your council at the point of service – whether this is face
to face, on the telephone, on the web, by e-mail or by post.
This satisfaction data provides you with a complete picture of how your
customers see you, whatever services they're using and however they choose to
contact you. This mine of information is a powerful guide for you during the
development and implementation of service improvement strategies, channel
migration and cost reduction.
You can also use this data to respond to the central government expectation that
you will reduce costs while maintaining or improving the quality of service you
deliver to your customers. Measurement indicators such as NI 14 and NI 179
create demand for customer satisfaction data to support returns made for these
indicators.