Implementing our product is just the start. You will have a Customer Engagement Manager making sure you are getting the best value from our product. This includes ...
Assessing your feedback take up with you and suggesting how this can be improved
Continual reviewing of the questions you are asking your customers to ensure you are getting useful feedback
​Fortnightly Share & Learn sessions that bring our customers together 

You will be supported by those who have worked in
​local government themselves

All our customers are supported by our Customer Engagement team led by Steve Meades. Steve has over 15 years’ experience of working in and alongside local authorities, delivering high volume, customer focused multi and cross -organisation partnership services. Every day Steve is in one or more local authority, exploring how you and your customers are using the product, and sharing applied, tested ideas.

​"Steve has been excellent at helping us get more out of GovMetric.  We now use it, not just as a tool to measure customer satisfaction, but also to genuinely inform service improvement.  Steve has worked with us to restructure our customer surveys to focus on our priorities - such as first point of contact resolution, channel shift and the customer experience of our new website."

​Customer Service Section Head, Watford Borough Council

We help by .....  Suggesting Ideas

  • We make sure that your surveys match your corporate goals
  • We review your feedback levels and advise on how to get the most from each channel
  • We look at the way that you are asking questions, show you alternatives and invite you to see what has worked well for other local authorities
  • We deliver bespoke training to staff so that take up is the best it can be

​"​GovMetric and Steve have provided a high quality and excellent level of support, enabling Hambleton District Council to easily obtain a high level of customer feedback through the telephone, face to face and web channels."

Customer Services & Communications Manager, Hambleton District Council

We help by .. Continually Reviewing

Working across the UK, we have a feel for what is going on across local authorities and can apply this to others. 

​We combine this insight with our bechmarking functionality in order to offer you more.


​“These engaging, relevant and informative sessions have helped to shape our future customer service vision. The insight, best practice and experience that Steve shares during these sessions is valuable in challenging how we use and understand customer feedback across the organisation.”
 
Customer Service Manager, Stevenage Borough Council

We help by ... Inviting you in to our peer sharing network

Our popular Share & Learn webinars bring our customers together from all over the UK to explore the different ways the system can be used within your organisation over and above just measuring customer satisfaction.
 
Sessions are interactive, encouraging customers to share their own experiences of not only using GovMetric but also discussing what they are each doing around customer service strategy development, creating a customer feedback culture, channel shift, service improvement, service re-design and more.

​“The share and learn webinars have been invaluable in understanding all the tools available through GovMetric and how to tailor the system to what our council specifically wants to track and report on.  I feel confident in using GovMetric as an analytical tool to provide management information to improve our service delivery and customer service.  Steve Meades is an engaging presenter and his knowledge and enthusiasm to help us use GovMetric for our business needs is much valued.”
 
Customer Services Projects Co-ordinator, North Somerset Council
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