UK Councils – Customer Access Index May & June 2011
Based on aggregated data from 70 UK councils, gathered monthly through www.GovMetric.com
- Monthly Spotlights – Highest multichannel satisfaction scores
- Monthly Spotlights – Highest per channel satisfaction scores
- Find out where you rank amongst other Councils with our satisfaction tier chart
- UK Councils – Channel Access Ratios
- UK Councils – Highest volume service demand
- Methodology for Monthly Spotlights
Welcome to the review of GovMetric data, this month we are looking at both May & June 2011.
The first table looks at overall satisfaction on a multi channel basis.
Hinckley and Bosworth Borough Council and Wychavon are new entries into the overall top ten. The three top performers remain in their positions.
South Northamptonshire Council and Shropshire Council are new entries and Hinckley and Bosworth Borough Council have moved up three places in the index.
The second table looks at customer satisfaction with the face 2 face channel:
North Kesteven District Council, Rugby Borough Council & South Northamptonshire Council are new entries and have ranked high in the index.
For the first time, this index contains all of the same councils as last month. Do we have a leading group emerging perhaps? We will have a look when we assess July’s data.
The third table looks at customer satisfaction with the telephone channel:
Wychavon District Council and South Tyneside Metropolitan Borough Council have made an entry into the top ten, a fantastic achievement in this channel.
Charnwood Borough Council, Southend-on-Sea Borough Council and North Hertfordshire District Council have all entered the chart this month. Lincolnshire County Council and Borough Council of King’s Lynn and West Norfolk maintain their position at the top of the index.
The fourth table looks at customer satisfaction with the web channel.
South Tyneside Metropolitan Borough Council, North Hertfordshire District Council and Stevenage Borough Council have all entered the chart this month. Congratulations to South Tyneside for going straight to the top spot!
Croydon Council, Hambleton District Council and Leicestershire County Council are new entries into the index this month.
Spotlight: The Royal Borough of Windsor & Maidenhead’s innovative promotion of GovMetric
We love seeing the different ways that our customers promote GovMetric to their own customers. Take a look at The Royal Borough of Windsor & Maidenhead’s video below for some inspiration :Link to video
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.
The other chart we look at regularly is demand by service type.
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
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.
As the data used is a fixed snapshot taken at the end of each month there may be minor variances to the data seen in GovMetric reporting due to final data updates after the end of the month, mapping updates etc.
For a demo of how GovMetric works please visit http://www.govmetric.com/demo . Make sure you have volume turned on!