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

UK Councils – Customer Access Index March 2011

Sorry this is late this month – have been away on leave………

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
  • Council Spotlight: The London Borough of Sutton
  • UK Councils –  Channel Access Ratios
  • UK Councils – Highest volume service demand
  • Methodology for Monthly Spotlights

Welcome to the review of GovMetric data for March 2011.

Monthly Spotlights 

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

Overall satisfaction

Overall satisfaction

This has been a really high performing month for our councils, particularly when looking at the high numbers of take up, whilst maintaining strong levels of overall satisfaction.

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

f2f

f2f

Congratulations to Hambleton District Council and The Royal Borough of Kensington and Chelsea for their entrance into the top ten. The London Borough of Sutton continues to impress in terms of their high levels of feedback and satisfaction.

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

Tel

We are beginning to see a leading pack in this chart with Lincolnshire CC, Nottinghamshire CC and Shropshire consistently appearing at the top of the chart. Great to see the Borough Council of King’s Lynn and West Norfolk making a new entry so high in the table. Dundee City Council, Hinckley and Bosworth Borough Council and Stevenage Borough Council are other new entries.

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

web

web

Well done to Warwickshire CC for maintaining top spot in this chart. North East Lincolnshire Council is the only new entry in this fairly steady group.

Amount of Feedback:

Take up

Take up

The London Borough of Sutton have excelled themselves this month with a phenomenal amount of feedback gathered. Croydon have also gathered 1,489 more items of feedback compared to last month.

Council spotlight:

As we have seen, The London Borough of Sutton had a fantastic month in March. We spoke to the council about the secret of their success. Janette Garlick, Head of Customer Service at the council had this to share about their impressive results;

‘March was a very busy month across all channels. The key to encouraging take up is to give every member of the customer services team a target of obtaining at least 30% feedback which is closely monitored by the Managers and is also included in our Business Plan.’

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.

Primary access channels

Primary access channels

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

Customer interactions across key services

Customer interactions 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

Populations circa 2009.
The arrows indicate the council’s position on the chart compared to the previous month’s results.

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!

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