Handling Dissatisfied Customer Interactions and Turning Them Into Feedback Opportunities ©2010 GovMetric

Your aim in using GovMetric should be to obtain a REPRESENTATIVE sample of customers in order for you to gauge the overall level of customer satisfaction . Engaging people is important to the success of GovMetric, and ensuring that you reach all types of customers – regardless of the level of satisfaction they retain, is vital. Requesting feedback and GovMetric participation from customers who were unhappy about the service they have received can make staff feel uncomfortable and you may be concerned that doing so will worsen an already “negative” experience for the customer. There has to be a measure of quality control around the data collected in GovMetric, we have a responsibility to ensure that results are as representative as possible. Checking the quality of your GovMetric data is just as important as checking the quantity or volume of responses.

Do Your Results Stack Up? It’s important to consider the integrity of your data and determine if it reflects actual overall customer satisfaction. Do you have a sense of the levels of customer dissatisfaction? Complaints Staff feedback Monitoring /Sampling Best way to ensure this is to put all customers through to GovMetric !

General Tips On Asking For Feedback

Basic Complaints Handling Turn it into an opportunity!

Asking For Feedback Acknowledge AGAIN ! Tell them why it’s important! And how long it takes!

Tips For Engaging Staff

Thank you for viewing this online tutorial. There are other instructional tutorials and information sessions available on a variety of GovMetric related topics, please take the time to look at these and let us know if you have any feedback or requests. If you would like to discuss your individual requirements please don't hesitate to contact the Helpdesk or Your Customer Service Manager. GovMetric Helpdesk : t) 0845 4561901 e) helpdesk@govmetric.com GovMetric Customer Service ; t) 01572 756565 e) sue.hayles@govmetric.com

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