Gaining better visibility into customer interactions

Charnwood Borough Council: Customer Story

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Charnwood Borough Council has been working with GovMetric for an impressive 17 years.

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Background

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The Council’s insights have played an important role in shaping and refining GovMetric's solutions for the public sector.

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The Challenge

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Facing the increased demand for digital innovation in the public sector and the impact of the Covid-19 pandemic, Charnwood Borough Council recognised the need to re-evaluate its approach to customer satisfaction.

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The Council aimed to implement organisation-wide changes to its customer strategy. However, it encountered limitations with the existing customer feedback process, which lacked a comprehensive view of customer interactions across the entire Council, especially between the front and back office – a common challenge in the public sector.

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“Data that we get is clear, easy to understand and straightforward to use. We love that GovMetric is always willing to explore new ideas with our team.” -  Russell Clarke, Customer Experience Manager at Charnwood Borough Council

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The Solution

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To address these challenges, Charnwood Borough Council selected GovMetric CX as their solution for measuring the customer experience. GovMetric CX offered a council-wide customer feedback platform that integrated email communication, a contact centre solution for SMS interactions, as well as website feedback.

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Outcomes

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The multi-channel approach simplified the customer feedback process and provided a user-friendly dashboard to track and manage all interactions.

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The Council was able to achieve the following outcomes:

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✅Service teams successfully implemented the email feedback solution, resulting in a broader representation of customer interactions within the Council's unified dashboard.
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✅GovMetric's solution expanded the scope of feedback collection beyond the traditional front-door interactions, enabling a more comprehensive understanding of customer satisfaction.
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✅The volume of customer feedback received through web, SMS, and email channels increased compared to pre-pandemic levels.
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✅Further integration is expected to lead to a continued increase in feedback volume, providing an even better understanding of overall satisfaction levels.

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Charnwood Borough Council's ongoing partnership with GovMetric and the implementation of GovMetric CX has helped the Council to significantly improve their customer feedback process.

By using a multi-channel solution, the Council has gained better visibility into customer interactions, increased feedback volumes, and established a foundation for ongoing improvements in customer experience.

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