Home > Uncategorized > UK Councils – Customer Access Index January 2012

UK Councils – Customer Access Index January 2012

Welcome to the review of GovMetric data. This time we are looking at January 2012

This index is based on aggregated data from 70 UK councils, gathered monthly through www.govmetric.com.

This month:

  • Monthly Spotlight – Highest multi-channel satisfaction scores
  • Monthly Spotlight – Highest per channel satisfaction scores
  • Find out where you rank amongst other councils with our satisfaction tier chart
  • UK Councils – Channel Access Ratios
  • UK Councils – Highest volume service demand
  • Methodology for Monthly Spotlights

Monthly Spotlights 

The first table looks at overall satisfaction on a multi-channel basis:

Overall Satisfaction Ranks Jan 2012

Overall Satisfaction Ranks Jan 2012


The second table looks at customer satisfaction with the Face to Face channel:

F2F Satisfaction Ranking Jan2012

F2F Satisfaction Ranking Jan2012

The third table looks at customer satisfaction with the telephone channel:

 

Tel Satisfaction Ranking Jan2012

Tel Satisfaction Ranking Jan2012


The fourth table looks at customer satisfaction with the web channel:

Web Satisfaction Ranking Jan2012

Web Satisfaction Ranking Jan2012

UK Councils – Channel Access Ratios & Highest volume service demand

This is where we take a look at the two key charts from the national trends data – channel ratios and service volume trends for UK councils in the sample.

Volume Interaction trend jan2012

Volume Interaction trend jan2012

Service Volume Trend Jan 2012

Service Volume Trend Jan 2012

Methodology for Monthly Spotlights

The monthly spotlights are calculated using aggregated data from 70 UK councils. The methodology is as follows:

Overall satisfaction is based on GovMetric councils which have achieved the required total number of feedbacks across a minimum of 2 channels:

  • County – min of 800 feedbacks for the month
  • Unitary – min of 800 feedbacks for the month
  • District – min of 400 feedbacks for the month

Channel satisfaction is based on GovMetric councils which have achieved the required number of channel feedbacks across a minimum of 1 channel:

  • County – min of 400 feedbacks for the month
  • Unitary – min of 400 feedbacks for the month
  • District – min of 200 feedbacks for the month

Notes

Populations circa 2009.
The arrows indicate the council’s position on the chart compared to the previous month’s results.

Data is sourced from www.govmetric.com. GovMetric is a customer experience measurement service that 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.

As the data used is a fixed snapshot taken at the end of each month there may be minor variances to the data seen in GovMetric reporting due to final data updates after the end of the month, mapping updates etc.

For a demo of how GovMetric works please visit http://www.govmetric.com/demo.  Make sure you have volume turned on!

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