Home > Uncategorized > UK Councils – Customer Access Index for December 2010

UK Councils – Customer Access Index for December 2010

Based on aggregated data from 70 councils, 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 December 2010.

Monthly Spotlights

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 sat

f2f sat

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

Telephone sat

Telephone sat

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

web sat

web sat

UK Councils – Channel Access Ratios & Highest volume service demand

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

As we speculated last month, the bad weather and bin issues that December brings has meant that the trend in channel shift has been interrupted. This is likely to be a temporary change due to the factors mentioned, but we shall see whether this is the case when we look at January’s results.

Primary access channels

Primary access channels

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

This shows the seasonal peak in Waste & Recycling, mentioned above.

key services

key services

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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