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

UK Councils – Customer Access Index April 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
  • NEW! Find out where you rank amongst other Councils – Our new tier chart
  • Spotlight: Latest User Group News
  • UK Councils –  Channel Access Ratios
  • UK Councils – Highest volume service demand
  • Methodology for Monthly Spotlights

Welcome to the review of GovMetric data for April 2011.

Monthly Spotlights 

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

Top Ten

Top Ten

Wigan Metropolitan Borough Council have moved up five places in the chart. The top ten actually features all the same councils as last month’s top ten, albeit the comparative positioning changes. It will be interesting to see whether next month’s charts brings any changes.


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

f2f

f2f


The top three places in this top ten are quite tight with South Northamptonshire Council, The London Borough of Sutton Council and North Kesteven District Council regularly appearing at the top. Congratulations to Hinckley & Bosworth Borough Council for their entry into the Face to Face top ten.

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

Tel

Tel


Nottinghamshire CC & Lincolnshire CC have swapped places this month but things are very tight at the top of this chart, with the 2nd, 3rd and 4th place councils achieving the same satisfaction levels, leaving it down to the amount of feedback collected to differentiate them.

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

Web

Web

Great Yarmouth Borough Council have entered the chart at number two, suggesting a push on their web feedback activity. The Royal Borough of Windsor & Maidenhead have also had a good month, rising 4 places from last month. Hambleton District Council make a new appearance in this chart so congratulations to them.

Spotlight: Latest User Group news:

We’re just back from the latest London and South User Group. A big thank you to all that attended. The venue this time around was at Sutton Council, which gave us the opportunity to celebrate their record breaking number of responses in March.

We discussed a variety of topics in this half day event including a national data review, product news and development forums and a session to offer support and ideas for resolving the challenges of collecting and using customer insight. User groups are absolutely vital to us in getting feedback from our customers and helping us to develop our service to ensure a good return on their investment.

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.

Trends across key services

Trends 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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