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GovMetric CX
GovMetric CX helps councils monitor satisfaction across every channel and pinpoint where services are failing before it costs you time, budget, or trust.
Their team was highly responsive, providing timely support and addressing any concerns
Explore ideas that empower individuals and enhance their quality of life
Unleash innovative ideas that transform lives and uplift personal well-being.
Their team was highly responsive, providing timely support and addressing any concerns
Explore ideas that empower individuals and enhance their quality of life
Unleash innovative ideas that transform lives and uplift personal well-being.
Listen at Every Touchpoint
Capture timely feedback for every citizen interaction, wherever it happens—digital, social, phone, SMS, email, chat, or in-person.
Monitor the Citizen Journey
Trigger survey sequences automatically at key stages of the citizen journey, from start to finish.
Broaden Citizen Understanding
Integrate GovMetric CX with your existing platforms to understand feedback in the context of the wider customer relationship.
Identify Problem Areas
Easily spot patterns and trends in citizen experience using dashboards and reports supercharged with AI.
Pinpoint Broken Experiences
Swiftly drill down to find exactly where negative experiences and service failures are happening.
Uncover Root Causes
Dig deeper into issues to reveal the underlying drivers of citizen dissatisfaction.
Respond Rapidly
Use real-time alerts to route priority issues directly to the relevant teams.
Prevent Escalation
Identify and implement proactive interventions to stop minor problems escalating into formal complaints.
Stop Issues Coming Back
Empower teams with actionable insights that enable them to fix problems before they lead to failure demand.
Build Trust, Improve Reputation
Strengthen your relationship with citizens by closing the loop and sharing how feedback leads to positive action.
Demonstrate Impact
Quantify value by continuously tracking KPIs for citizen sentiment, failure demand and formal complaints.
Stay Compliant, Stay Ahead
Be confident that you are fully compliant with new regulatory requirements relating to citizen feedback.
Give leadership teams a clear weekly view of sentiment, risks, and priorities.
Benefit
Saves hours of manual reporting and ensures senior leaders can act on the right issues before they escalate.
Reveal where citizens struggle most across web, phone, and in-person services.
Benefit
Helps organisations target resources where they’ll have the biggest impact, protecting efficiency and preventing unnecessary contact costs.
Provides data-driven recommendations and projected impact measures.
Benefit
Reduces the risk of regulatory breaches and unresolved complaints while building trust with citizens and regulators alike.
Their team was highly responsive, providing timely support and addressing any concerns
Explore ideas that empower individuals and enhance their quality of life
Unleash innovative ideas that transform lives and uplift personal well-being.
Emily Doorbar
Head of Customer Excellence
"With our internal strategy and GovMetric’s industry experience, we are seeing great collaborative results."
Juliana Beshiri
Product Delivery Manager
"I think the features speak for themselves: instant feedback and a simple to use data dashboard. We particularly love the mapping functionality."
Daryl Motion
Change & Delivery Officer
"One of the main reasons we joined in partnership with GovMetric was the ability to receive all of our customers feedback across multiple channels all combined on one user friendly platform."
Sue Brocklebank
Housing Programme Manager
“It was great to be able to see responses coming in live. It allowed us to check if we have representation within different age groups easily.”
Russell Clarke
Customer Experience Manager
“Data that we get is clear, easy to understand and straightforward to use. We love that GovMetric is always willing to explore new ideas with our team.”
Jenny Payne
Head of Customer Experience
“We have been able to react to customer feedback far quicker and fix issues within days… sometimes even hours.”
Daryl Motion
Change & Delivery Officer
"One of the main reasons we joined in partnership with GovMetric was the ability to receive all of our customers feedback across multiple channels all combined on one user friendly platform."
Emily Doorbar
Head of Customer Excellence
"With our internal strategy and GovMetric’s industry experience, we are seeing great collaborative results."
Juliana Beshiri
Product Delivery Manager
"I think the features speak for themselves: instant feedback and a simple to use data dashboard. We particularly love the mapping functionality."
Russell Clarke
Customer Experience Manager
“Data that we get is clear, easy to understand and straightforward to use. We love that GovMetric is always willing to explore new ideas with our team.”
Sue Brocklebank
Housing Programme Manager
“It was great to be able to see responses coming in live. It allowed us to check if we have representation within different age groups easily.”
Jenny Payne
Head of Customer Experience
“We have been able to react to customer feedback far quicker and fix issues within days… sometimes even hours.”
September 9, 2025
Citizen Experience
September 9, 2025
Citizen Experience
Comments
September 9, 2025
Citizen Experience
Comments
September 5, 2025
Citizen Experience
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September 5, 2025
Citizen Experience
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September 5, 2025
Citizen Experience
Comments
GovMetric CX is the UK’s leading citizen feedback and experience management platform designed exclusively for the public sector. It captures feedback across all channels, analyses it using AI, and provides actionable insights to improve services.
GovMetric CX is trusted by local councils, housing associations, police forces, national agencies, and central government departments. Clients include London Borough of Camden, Wigan Council, Hampshire Constabulary, National Highways, and over 50 public sector organisations in the Netherlands.
Feedback can be collected via web, app, SMS, email, QR codes, kiosks, IVR, paper surveys, or staff-mediated forms. It supports both transactional surveys (triggered after interactions) and perception surveys (regular or one-off).
Yes. The GovMetric TSM Survey Programme is fully compliant with Regulator of Social Housing requirements and provides digital-first, cost-effective, perception-based surveys, with optional AI-based phone and postal support.
Yes. GovMetric CX provides templates and tools for police forces to run victim satisfaction and community engagement surveys, ensuring compliance with inspection regimes.
Real-time dashboards, reports, tables, which are customisable by role (front-line staff, managers, leadership). They can be shared internally or externally, with sensitive data automatically restricted for GDPR compliance.
Yes. Public sector organisations can benchmark their performance against peers through GovMetric’s unique benchmarking community, including local government, housing, and police sectors.
Yes. GovMetric CX provides APIs to integrate with Microsoft Dynamics, Power BI, Tableau, QlikView, Jadu, and Granicus. Feedback and survey results can flow directly into your existing CRM and BI tools.
See the full list here.
By capturing feedback early and highlighting root causes of dissatisfaction, CX enables organisations to diagnose failure demand, make upstream service improvements, and reduce escalation to formal complaints.
GovMetric CX is built to help public sector organisations meet their statutory and regulatory obligations by capturing and reporting the right measures in the right way:
• Housing: Full support for Tenant Satisfaction Measures (TSMs) required by the Regulator of Social Housing.
• Housing & Social Care: Alignment with Decent Homes Standards and Awaab’s Law, providing evidence that repairs are resolved and homes remain safe.
• Children’s & Adults’ Social Care: Configurable to support Section 17 requirements for service user and carer feedback.
• Policing: Enables forces to meet requirements for Victim Satisfaction and Voice of the Employee (VoE) surveys, supporting HMICFRS inspection frameworks.
The platform is delivered as SaaS on AWS Cloud infrastructure, with load-balanced UK and EU data centres. Data is encrypted at rest and in transit, with full disaster recovery.
Yes. Surveys are designed to meet WCAG 2.1 AA accessibility guidelines, ensuring equality of access for all citizens, including those who prefer paper or mediated surveys.
Onboarding programmes take 2–12 weeks from project kick-off to first live survey dependent upon urgency and complexity of reporting needed. The GovMetric team supports survey design, training, and configuration throughout.
You’ll have a dedicated account manager, programme reviews, and access to a service desk. GovMetric focuses on partnership, providing best practice guidance and continuous improvement support.
Outcomes customers leveraging the insights to drive change will include: improved satisfaction scores, reduced complaints, faster service improvements, lower contact centre demand, better first-contact resolution, and evidence for regulators and auditors.
Yes. GovMetric CX provides a free API that enables you to:
- Push feedback data into our reporting app
- Pull feedback data out into other apps like PowerBI, Tableau.
- Start a new campaign to issue surveys
- Pull surveys available to trigger
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Insights + AI = ROI
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