Councils respond to crises. Better than you may think!
Councils are often the brunt of press and public opinion when it comes to the stuff they do day in day out – Results from GovMetric persistently show however that if you ask people what they think at the time of interaction then they are far more likley to be positive about their experience than when questioned in a general sat survey.
And during times of crises customers are even more appreciative of their councils efforts – Recent case studies from the Feb 09 snow and the Nov 09 floods in Milton Keynes and Cumbria respectively show this well.
In a time of crisis local people turn to their council. If the council responds well then their satisfaction (and perhaps even loyalty?) increase – even in the face of massive increases in demand.
See the case studies below for more info: