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
  • UK Councils -  Channel Access Ratios
  • UK Councils – Highest volume service demand
  • Methodology for Monthly Spotlights

Welcome to the review of GovMetric data for February 2011.

Monthly Spotlights

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


The London Borough of Sutton has held on to top spot and there are lots of climbers this month. Hinckley and Bosworth Borough Council and Nottinghamshire County Council are back into the top ten.

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


South Northamptonshire Council, Mid Devon DC and Dundee City Council have entered the top ten this month whilst Shropshire Council continues to lead on this channel.

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


This chart shows more movement than the others. North East Lincolnshire Council, South Northamptonshire Council & North Hertfordshire District Council have all entered the top ten which is great to see.

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


Teignbridge District Council, Hambleton District Council and North Hertfordshire District Council are new entries to this chart. Interesting to see that the top four councils all maintain their exact position from last month.

Amount of Feedback:

North East Lincolnshire Council and Nuneaton and Bedworth Borough Council enter into this top ten which is displaying consistent high performers overall.

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.

We see that waste and recycling has returned to its normal level following the holiday peak that we see at Christmas and again, to a lesser degree, at Easter.

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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