©2010 GovMetric

Understanding the Voice of the Customer and narrowing the gap between customer expectations and experience is vital to improving the quality and efficiency of services.

GovMetric enables you to listen to the Voice of the Customer across all contact channels, to prioritise which areas to improve and to measure improvements through near real-time reporting.

GovMetric captures the Voice of the Customer – every time they interact with your organisation

Performance management systems

Intranet/Extranet

Central government esd-toolkit

Get an instant overview of customer sentimentthrough your personal dashboard.

Drill down to understand the performance of each individual access channel...

… and listen as customers tell you about their experiences in their own words.

“I want to find out what I can put in my recycling bin but it isn't

clear what kind of plastics can be recycled.”

“I want to find out what I can put in my recycling bin but it isn't

clear what kind of plastics can be recycled.”

“The school closures list needs a date at the top of the list… I don't know if the list is

for today, or yesterday.”

“The school closures list needs a date at the top of the list… I don't know if the list is

for today, or yesterday.”

“I can’t find any information about your home swap

scheme – I’m going to have to call you

instead.”

“I can’t find any information about your home swap

scheme – I’m going to have to call you

instead.”

Use the in built tracking tools to act on customer feedback…

… and quickly see the positive impact that changes maketo the customer experience.

“I have now found the new What Can I Recycle page, which is great... well done folks, your information is

much appreciated.”

“I have now found the new What Can I Recycle page, which is great... well done folks, your information is

much appreciated.”

“I think you have added the ‘last updated’ field to the

school closure page since earlier this week? If so,

thanks very much, that made it much more informative and

useful.”

“I think you have added the ‘last updated’ field to the

school closure page since earlier this week? If so,

thanks very much, that made it much more informative and

useful.”

“Your housing information is brilliant, really detailed, it has

saved me a trip to see you.”

“Your housing information is brilliant, really detailed, it has

saved me a trip to see you.”

Improving the customer experience can facilitate channel shift…

Data from South Tyneside Council, comparing channel usage before and

after a web improvement project

Before: November 2008

After: April 2009

… delivering real savings to the bottom line.

Excerpt from presentation delivered by South Tyneside Council, examining cost savings

delivered through channel shift facilitated and quantified by GovMetric

GovMetric is the single most widely used feedback servicein UK Local Government.

Over ten million UK citizens are already familiar with the GovMetric Smileysand its intuitive, engaging interfaces.

Reaching over 10 million citizens

GovMetric saves you time and money.

GovMetric helps you to deliver "right first time" services, making the most of your lower cost access channels and minimising expensive failure demand.

To find out more, visit www.govmetric.com.

www.govmetric.com