©2010 GovMetric

Understanding the Voice of the Customer and narrowing the gap between customer expectations and experience is vital to improving the quality and efficiency of services. GovMetric 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.

“I want to find out what I can put in my recycling bin but it isn't clear what kind of plastics can be recycled.” “The school closures list needs a date at the top of the list… I don't know if the list is for today, or yesterday.” “I can’t find any information about your home swap scheme – I’m going to have to call you instead.”

“I have now found the new What Can I Recycle page, which is great... well done folks, your information is much appreciated.” “I think you have added the ‘last updated’ field to the school closure page since earlier this week? If so, thanks very much, that made it much more informative and useful.” “Your housing information is brilliant, really detailed, it has saved me a trip to see you.”

Data from South Tyneside Council, comparing channel usage before and after a web improvement project Before: November 2008 After: April 2009

Excerpt from presentation delivered by South Tyneside Council, examining cost savings delivered through channel shift facilitated and quantified by GovMetric

Reaching over 10 million citizens

GovMetric saves you time and money. GovMetric helps you to deliver "right first time" services, making the most of your lower cost access channels and minimising expensive failure demand. To find out more, visit www.govmetric.com.

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