Home > Uncategorized > UK Councils – Customer Access Index January 2011

UK Councils – Customer Access Index January 2011

Based on aggregated data from 70 UK 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 January 2011.

Monthly Spotlights

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

Overall Satisfaction Commentary

Overall Satisfaction Commentary

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

F2F Satisfaction Commentary

F2F Satisfaction Commentary

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

Telephone Satisfaction Commentary

Telephone Satisfaction Commentary

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

Web satisfaction commentary

Web satisfaction commentary

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 decrease in web activity, along with the increase in telephone demand was a reflection of seasonal demand brought on by December’s bad weather and bin collection issues. This month’s data demonstrates a return to the levels that we were seeing pre-November.

Primary access channels

Primary access channels

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

Interaction across key services

Interaction across key services

Methodology for Monthly Spotlights

The monthly spotlights are calculated using aggregated data from 70 UK councils. 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 visit http://www.govmetric.com/demo .  Make sure you have volume turned on!

Advertisements
Categories: Uncategorized
  1. No comments yet.
  1. No trackbacks yet.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: