On 30th January, we hosted the first GovMetric Community Insight Group webinar - a dedicated space for sharing ideas, learning from peers, and gaining actionable takeaways to enhance customer experience. The Community Insight Group is all about shaping the future of service together.
Our first session, ‘Exploring Survey Design’, brought customers together to share best practices and key insights from 2024 feedback data.
Engaged, Interactive, and Insightful
The energy in the virtual room was clear from the start. You and others from local authorities, housing associations, and police organisations brought diverse perspectives, creating rich conversations. The session was full of ideas, questions, and solutions, with active participation throughout.
Key topics explored included:
Feedback patterns: One of the key discussions focused on unexpected feedback patterns, particularly the spike in feedback volumes in October. Attendees shared various insights, from seasonal changes like student influxes to major service updates. This collaborative exploration emphasised the value of data-driven analysis and sector-wide sharing to uncover hidden trends and opportunities for improvement.
Response rates: email surveys outperformed SMS by an average of 42% in response rates, with standout cases like housing services achieving over 250% higher engagement. Participants linked this success to the trust and personalisation that email invitations provide, making it a preferred channel for engaging customers effectively.
Real Solutions to Real Problems
One highlight was the discussion on handling negative feedback. Edinburgh Council explained how appointing CX leads in their contact centres helped them boost satisfaction by resolving complaints more effectively. Currently every piece of negative feedback received through GovMetric CX has a corresponding action assigned to it, which helped increase customer satisfaction.
Another important takeaway came from multiple councils regarding survey performance. Email surveys, it turns out, consistently achieve higher response rates than SMS. We unpacked reasons behind this trend - such as greater trust in email communications and the opportunity for personalisation.
AI and Continuous Improvement
We also looked at how AI can elevate your work. Our session on AI-driven sentiment analysis and GovMetric’s upcoming Today View generated excitement about new opportunities to act on data insights faster. Several attendees even signed up for our pilot programme to help shape this tool.
Keep the Conversation Going
This was just the first of four sessions planned for the year, with one every quarter. The topics of discussion will be decided and led by the user group, ensuring we focus on what matters most to you. Together, we can continue driving better services and fostering stronger connections across sectors.
Thank you to everyone who made this session a success, and we look forward to seeing you in the next one!
If you would like to discover some of our Customer Stories, highlighting real-world customer experience transformations within the public sector, click below.
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