Council websites are becoming the key means to allow customers to self-serve,
with all of the consequent benefits of cost reduction and improved customer
satisfaction.
However, putting information on the web without understanding how customers
react to this information may cause frustration and push customers back to more
traditional communication channels.
GovMetric provides a means to gather key data on customer-web interaction:
- Their satisfaction with their interaction with a specific web page, measured at
the time of use, not in a later survey.
- Comments on particular information they can’t find or is inaccurate or
unhelpful, linked back to the page they were using.
This information is gathered automatically and is available on any or all
council pages you select to be measured by the inclusion of a short HTML snippet
on each page or in a standard template.
For customers the interaction is simple and quick. They click on the GovMetric
Smileys located on your
page to express overall satisfaction and are then taken to a landing page which
asks for a reason for their satisfaction rating and, optionally, for comments
and/or contact details. Further information such as post code or equalities data
can be gathered if additional modules are implemented.
The result is that you obtain reports from which you can quickly assess overall
customer satisfaction or understand satisfaction with a particular service.
Satisfaction with the web can also be compared to satisfaction with other
delivery channels and trend analysis can be conducted. You can also view a list
of the worst performing web pages so that you can focus corrective action at the
pages where it will have the greatest impact.
If customers leave comments then these are presented with links back to the page
the customer was using, so that you can understand the context of the
comment along with the overall satisfaction rating. Corrective actions can be
managed and tracked through the GovMetric system so that you can ensure that
customer comments are dealt with in a timely and accurate manner.