Introduction
Cornwall Council launched a five‑year Customer Philosophy plan to elevate Voice of the Customer, embed continuous feedback, and hit 2025 targets. GovMetric CX was selected for its multi-channel feedback collection and Power BI integration—enabling faster, data‑driven improvements in customer experience.
Challenges
- Needed to collect continuous feedback from web, SMS, IVR, and more.
- Required seamless integration with existing BI infrastructure.
- Aimed for faster reaction times to citizen feedback (reducing issue resolution from days to hours).
Problems
- Lack of unified feedback channels slowed insight gathering.
- Manual processes hindered rapid response and data visualization.
- No easy combination of feedback with other performance metrics.
Solutions
- GovMetric CX deployment across web, SMS, and IVR.
- API integration with Power BI for unified dashboards.
- Real-time feedback alerts for rapid issue identification and response.
Features
- Real-time multi-channel feedback capture (web, SMS, IVR)
- Integration via GovMetric CX API into Power BI
- Alerts & task assignment for proactive resolution
- Benchmarked CX metrics against other authorities
- Monthly CX performance monitoring
Benefits
- 8% increase in residents reporting positive initial contact
- 26,000+ website and 11,000+ SMS feedback points per year
- Enhanced strategic decision-making with performance data
- Framework for continuous CX improvement closely tied to organizational goals
Quote
“We have been able to react to customer feedback far quicker and fix issues within days… sometimes even hours.”
— Jenny Payne, Head of Customer Experience and Improvement, Cornwall Council
Outcome
By centering on customer voice and using GovMetric CX, Cornwall Council refined its CX strategy, achieving measurable citizen satisfaction gains, streamlined reporting, and a sustainable feedback loop driving ongoing service enhancements.
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