GovMetric works by providing the opportunity for council service users to record overall satisfaction and brief comments when they have used the service whether through the web, face to face or phone channel.
Face-to-face customers use a touch screen within the contact centre, phone users respond to a series of recorded questions at the end of their call and web users cick buttons at the end of their visit to a web section or page.
Subscribers receive details and continually updated ‘headline’ results online. They can then drill down for detail and extract and analyse the data in various ways. For example, results for individual services can be compared across all channels, or a range of different services can be compared within one channel.
Subscribers can use the information to:
- measure and compare usage and satisfaction with each channel
- measure and compare usage and satisfaction with individual services
- identify where improvements are needed and monitor the effect of investment in improvement
- identify the potential to migrate service users to less expensive to serve channels
- compare usage and satisfaction recorded by other council subscribers to the service.
GovMetric® is provided by rol. Find out more on the GovMetric website.