Eden customers throw me a curve ball | Linda Methven | December 2014
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Transcript of Eden customers throw me a curve ball | Linda Methven | December 2014
Alston Appleby Kirkby Stephen Penrith
www.eden.gov.uk
www.eden.gov.uk
www.eden.gov.uk
Eden customers
throw me a curve ball
www.eden.gov.uk
• Channel Shift project
• Customer contact preferences survey
www.eden.gov.uk
The key purposes of this survey are;
to identify our customers current most preferred access channels for EDC services.to identify key segments where channel shift can be most successfully implemented.to identify the key customer benefits of an online service
www.eden.gov.uk
Background
A similar survey undertaken in 2010
2014 survey segmented into 2 customer groups
400 surveys sent out in the post 100 surveys sent out by
Surveymonkey
www.eden.gov.uk
Key results
2010 Telephone
Face to Face
Email Letter Council Website
Most Preferred Channel
60 % 19% 10% 4% 6%
2014 Telephone
Face to Face
Email Letter Council Website
Most Preferred Channel
47 % 12% 29% 4% 8%
Key Findings of research
www.eden.gov.uk
Key results
2010 Telephone
Face to Face
Email Letter Council Website
Most Preferred Channel
60 % 19% 10% 4% 6%
2014 Telephone
Face to Face
Email Letter Council Website
Most Preferred Channel
47 % 12% 29% 4% 8%
What could I be concerned about here?
www.eden.gov.uk
Key survey results
Telephone remains the preferred access channel - dominance had reduced from 60 % in 2010 to 47 % in 2014
Email is now the second favourite preferred access channel in 2014
The popularity of using the Councils’ website remained very low and only 8% cited this as their preferred channel in 2014
www.eden.gov.uk
Breakdown of the two 2014 groups
Telephone Face to Face
By email By Letter EDC Web site
Paper Based Group
60% 19% 10% 4% 6%
Internet Users Group
26% 0% 62% 3% 10%
www.eden.gov.uk
So what’s up with Email ?
•Email is great for communication
•Email is poor for requesting services
www.eden.gov.uk
So what’s up with Email ?
Can generate
Email Ping…..Pong
www.eden.gov.uk
So …why do customers like using email?
Documented Evidence
Any other reasons ?
www.eden.gov.uk
So …why do customers like using email?
What do you think?