A Year of Listening: What I’ve Learnt About Our Customers’ Needs

When I joined GovMetric just over a year ago, I thought I had a good understanding of what our customers needed  clear insight, practical support, and the ability to show improvement. But after twelve months of working closely with local authorities and other national organisations, I’ve realised those needs run much deeper.

‍

A journey shaped by people

‍

Before joining GovMetric, I worked in social housing  first as a support worker, then as a housing officer, and later as a customer experience manager. Those roles taught me a simple truth: every piece of feedback represents a person trying to be heard.Whether it was a tenant reporting a repair or a family seeking support, what mattered most wasn’t the process or the policy it was the response.

‍

That perspective has stayed with me. It’s why I approach customer success the way I do  by focusing on understanding, not assumption. Because behind every dashboard,every dataset, and every complaint, there’s a story about someone’s experience of public services.

‍

Listening beyond the data

‍

Over the past year, I’ve learnt that our customers don’t just want data; they want clarity. They want to know what’s working, where to focus their energy, and how to show impact in a meaningful way. Whether it’s a local authority improving customer contact, a police force measuring community trust, or an agency refining its complaints process, the goal is the same: to use feedback as a catalyst for better outcomes.

‍

What’s changed most over the past year is expectation. Our customers want insight that’s smarter, faster, and more actionable. They don’t want another dashboard they want understanding. They want to spend less time analysing and more time improving.

That’s why our work on CX Insights and Octavia is so important. Both will enhanced will with make it easier to identify trends,detect risks, and respond proactively. AI isn’t replacing human judgement it’s empowering it. It gives our customers time back to do what matters most:deliver meaningful, human-centred service.

‍

The value of understanding

‍

Working with all of our customers, one thing stands out, no two organisations are the same. Each faces its own challenges, but they both will make it easier to identify a common goal: to listen, understand, and act.

When that happens, you see the real impact of feedback. It’snot just about satisfaction scores or sentiment; it’s about building trust,shaping services, and giving people confidence that their voices matter.

‍

Looking ahead

‍

As we celebrate National Customer Service Week 2025, I’ve been reflecting on how much I’ve learnt, not just about our products, but about the people who use them. Our customers are determined, passionate, and often working under real pressure to deliver great experiences.

‍

And that’s what makes this role so rewarding. Because when our customers succeed, the communities they serve benefit too.

‍