Home > Uncategorized > UK Councils Customer Access Index March 2010 – GovMetric

UK Councils Customer Access Index March 2010 – GovMetric

As per the caveats around the UK Councils Monthly Buzz Index (further down this blog) i think it will take a few months for this format to evolve and then settle in but here goes with what we hope will become a useful monthly update around the area of UK council customers experience of accessing council services in multi channel environments. I expect over time we will start to get a better feel for:

  • Channel migration trends
  • Channel preference trends for different services
  • Seasonal demand trends
  • Channel satisfaction trends
  • Etc

Data is extracted from GovMetric to produce these insights.

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 online reporting.

However, we probably won’t look at each chart each month but will access and comment on those that are showing something of note. It seems appropriate to start with the nation’s favourite item – Missed Bins.

Missed Bins

Missed Bins

The combination of bad weather and the way in which holidays fell over the Christmas break meant bin services were affected all over the country – this was not specific to Northumberland – it just happened they got mentioned online!

From a channel mix perspective it is interesting to see a large increase in telephone volume in December.

Trend in customer interactions across primary access channels

Trend in customer interactions across primary access channels

Looking at the service demand trends we can see there is a big rise in waste and recyling (and also benefits). These are both services which are predominantly accessed over the telephone.

Service Interaction Volumes

Service Interaction Volumes

What’s also interesting  is a noticeable drop in satisfaction with W&R during the peak. Not a suprise but interesting to measure how much!

A methodology statement regarding this Index is outlined here. Data will be published a month in arrears.

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Categories: Uncategorized
  1. May 27, 2010 at 10:47 am

    If only more people would hear about this!

  1. June 9, 2010 at 10:09 am
  2. June 25, 2010 at 1:25 pm

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