Home > Uncategorized > UK Councils – Customer Access Index – for November 2010 data

UK Councils – Customer Access Index – for November 2010 data

GovMetric Subcribers edition

Based on aggregated data from 70 GovMetric customers- gathered monthly through www.GovMetric.com

This month:

  • Monthly Spotlights  – Highest multichannel satisfaction scores
  • Monthly Spotlights  – Highest per channel satisfaction scores
  • UK Councils –  Channel Access Ratios
  • UK Councils – Highest volume service demand
  • Methodology for Monthly Spotlights

Welcome to the review of GovMetric data for November 2010.

Monthly Spotlights

We had a great response from you re the monthly spotlight – highlighting the highest satisfaction access channels across the country – so will continue to run this.

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

overall satisfaction

overall satisfaction

The second table looks at customer satisfaction with the face 2 face channel.

f2f satisfaction

f2f satisfaction

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

tel satisfaction

tel satisfaction

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

web satisfaction

web satisfaction

We couldn’t resist taking a look at Stevenage’s web page. As we all know the web channel typically trails the other main channels when it comes to customer satisfaction. It would appear simple clean design, prioritisation of highest demand interactions and a comprehensive services directory make it easier for people to achieve what they are looking for.

stevenage website

stevenage website

UK Councils – Channel Access Ratios & Highest volume service demand

As ususal we take a quick look at the 2 key charts from the national trends data – channel ratios and service volume trends for UK councils in the sample –.

It will be interesting to see if the noticeable web channel shift can be maintained through December – or will the weather and bins agenda overload the switchboards again?

Channel ratios

Channel ratios

The other chart we look at regularly is demand by service type.

Service Demand

Service Demand

Methodology for Monthly Spotlights

The proposed methodology is this.

Highest multichannel satisfaction scores

To work out the overall satisfaction then include 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

To work out the channel by channel satisfaction include 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

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.

For a demo of how GovMetric works please click here.  Make sure you have volume turned on!

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