GovMetric CX enables police forces to capture, analyse, and act on victim feedback at every stage of the victim journey, ensuring compliance with inspection regimes and improving the overall victim experience.

Measuring victim satisfaction is a regulatory requirement for forces. It ensures victims’ voices are heard, informs HMICFRS inspections, supports the Victims’ Code, and builds trust and confidence in policing.

Please contact us directly here to find out more about buying GovMetric's Victim Satisfaction services.

You can buy this directly from the Government's Digital Marketplace (G-Cloud) and find details on that here. 

Feedback is captured across multiple channels: SMS, email, IVR, web forms, and mediated phone surveys. Timing can be automated via integrations with RMS/CRM systems (e.g. ControlWorks) to ensure surveys are triggered at the right moment.

Forces receive:
• Quantitative data on satisfaction levels
• Qualitative insights from free-text feedback
• Sentiment analysis via NLP
• Real-time alerts on negative responses
• Dashboards for trends by service area, crime type, or journey stage

Yes. Forces can deploy different survey journeys (e.g. at first contact, investigation stage, closure) to build a holistic view of the victim’s experience. Thames Valley Police use this multi-journey model successfully.

GovMetric provides evidence for HMICFRS inspections, supports requirements of the Victims’ Code, and ensures victims’ voices are included in performance reporting. Reports are audit-ready for inspection and governance use.

Yes. GovMetric CX integrates with systems such as ControlWorks, Connect, Qlik, GoodSam, and Single Online Home via REST APIs or middleware, enabling automated survey triggers and richer context.

Built-in survey controls prevent too many surveys being sent within a set timeframe, and restrict availability windows to ensure victims aren’t repeatedly contacted.

Yes. GovMetric is hosted on AWS within the UK/EU, ISO 27001 and Cyber Essentials Plus certified. All data is encrypted at rest and in transit, GDPR compliant, and subject to strict access controls.

Victims can opt out of surveys, request data deletion, or have their data anonymised. GovMetric complies fully with GDPR and ICO requirements.

Yes if this is desired. Role-based dashboards can be configured for investigators, supervisors, and senior leaders. Insights can be filtered by team or area to make the feedback actionable at every level.

Forces gain:
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• Evidence for compliance and inspections
• Real-time visibility of victim satisfaction
• Early warning of issues through alerts
• Insight into failure demand and service weaknesses
• Improved public trust and legitimacy

A typical force implementation takes 2-8 weeks, including survey design, system integration, and staff training.

Yes. GovMetric CX can also run surveys for officers and staff, enabling forces to align victim satisfaction with employee experience for a complete view of performance.