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

UK Councils – Customer Access Index July 2011

Welcome to the review of GovMetric data for July 2011.

This index is based on aggregated data from 70 UK councils, gathered monthly through www.govmetric.com.

This month:

  • Monthly Spotlight  – Highest multi-channel satisfaction scores
  • Monthly Spotlight  – Highest per channel satisfaction scores
  • Spotlight: A look at the LGC / Serco channel shift survey
  • UK Councils –  Channel Access Ratios
  • UK Councils – Highest volume service demand
  • Methodology for Monthly Spotlights

Monthly Spotlights 

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

CAI July 2011 - All

CAI July 2011 - All

Essex County Council is a new entry into the overall top ten. The top three councils remain unchanged.

The second table looks at customer satisfaction with the Face to Face channel:

CAI July 2011 - F2F

CAI July 2011 - F2F


Harborough District Council and Southend-on-Sea Borough Council are new entries in the index.

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

CAI July 2011 - Tel

CAI July 2011 - Tel

It’s all change this month, with six new entrants in the table. Lincolnshire County Council maintains its position at the top of the index.


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

CAI July 2011 - Web

CAI July 2011 - Web

There are several new entries this month, with Kensington and Chelsea placed as the highest new entrant.

Finally, this chart looks at the number of Feedback gathered:

CAI July 2011 - Feedback volume

CAI July 2011 - Feedback volume

Southend-on-Sea and Waltham Forest Councils have made a new entry in the index, and The London Borough of Sutton has maintained the top position with nearly 6000 pieces of feedback this month.

 

Spotlight

Last week LGC featured an interesting article on channel shift, examining councils’ progress in shifting channels and the obstacles they still come up against. For those of you who missed it, the report (based on a survey carried out by LGC and Serco during August) included some interesting findings.

The survey found that when it comes to how councils contact their service users, email is only marginally more popular than ‘snail mail’, with only 28% of survey respondents citing it as a one of their primary contact methods (compared to 24% for regular mail). When you compare this to the dominance of email in our own office communications, this result is startling, and certainly prompts the question “why?”. Furthermore, the survey found very little evidence of channel shift to social media and mobile – channels that have been transforming the customer contact in the private sector.

The growth in internet and mobile take up means that demand for these services cannot be far away; councils risk missing significant opportunities for reducing costs and improving customer access if they do not take these channel shift opportunities seriously, the report concludes.

Understanding how well you deliver services by email is obviously crucial to improving customer uptake. You may not be aware that GovMetric can be used to measure customer satisfaction with emails, as well as the main three channels. If you are already a GovMetric user but are not yet using our email solution, why not give us a call to find out how it could help you?

UK Councils – Channel Access Ratios & Highest volume service demand

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

CAI July 2011 - Channels chart

CAI July 2011 - Channels chart

Methodology for Monthly Spotlights

The monthly spotlights are calculated using aggregated data from 70 UK councils. The methodology is as follows:

Overall satisfaction is based on 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

Channel satisfaction is based on 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.

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!



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