Service Monitoring and GovMetric
One of the ways the Council measures how it is performing is
through service monitoring. One element of service monitoring
is looking at how satisfied our customers are with the services
provided and the level of customer service given.
GovMetric and Customer Satisfaction
On this page and all other pages of the Council Website you will
see green, amber and red smiley faces. These faces represent
how users rate the information or service. GovMetric
collects this data and allows the Council to access a
summary of customer satisfaction levels. GovMetric
is also used across two other communication channels: when
customers contact the Council Customer Contact Centre via telephone
or when we respond to a customer via email.
The main purpose of GovMetric is to enable stakeholders to
understand and monitor (through consistent and quantifiable
information):
- Which communication channels customers are using
- Which services customers are accessing
- How satisfied customers are with the service
- Where a service is failing (over which channel and why)
- How services compare with other local authorities’.
- Improve Service Plans
- Highlight areas of good practice
- Measure the impact of service changes on customers.