Turning Feedback into Action
- Karolis Duoba
- Mar 27
- 2 min read
We know that turning feedback into real change isn’t always easy – this month’s updates are all about helping you do just that.
🎙️ Join our next webinar – Discover practical ways to turn insights into impact on 24th April. 🏆 Celebrating your success – Submissions are now open for the 2025 GovMetric Customer Awards.
📉 The cost of getting it wrong – Explore how failure demand is draining resources and what can be done.
Let’s keep driving meaningful change together – here’s what’s new 👇
✨GovMetric Spotlight
Turning Feedback into Action
🧑⚕️ Cornwall Council is expanding its use of GovMetric in Adult Social Care, with three new surveys launched.
🏠 City of Edinburgh Council is now using GovMetric to gather post-repairs feedback in housing, with damp and mould surveys coming soon.
✅Customer Exclusive
🎙️ Next Customer Webinar: Turning Feedback Into Action
How to Turn Feedback Into Action – a practical session focused on using survey insights to drive real service improvements.
📅 Date: 24 April 2025⏰ Time: 10:00–11:00 AM💻 Where: Teams Webinar📩 If you wish to register, contact chris.ducker@govmetric.com
🏆 Now Open: The GovMetric Customer Awards 2025
We’re celebrating the incredible ways our customers are using feedback and complaints data to improve public services.
📅 Submission deadline: 30 April 2025👉 To receive full details and enter: email chris.ducker@govmetric.com
🆕Industry news
The Cost of Getting It Wrong
💷 Failure demand is costing government services up to £21.6 billion a year. Can AI help fix it?
📉 For the average public sector organisation this could mean up to £20–30 million lost annually to preventable contact and inefficiencies.
💡 That’s money better spent on frontline services like social care and housing.
We’ve explored how putting people first can cut costs and rebuild trust – backed by data from the Institute of Customer Service.
🎫 Join Us at These Events
Looking ahead, here’s where you can connect with us to discuss how GovMetric can support your goals:
8th of May: LocalGovDigital Meet-up (Leeds)
15th of May: SLACS Annual Conference 2025 (Glasgow)
We’d love to hear about your experiences, challenges, and ideas on making feedback-driven improvements that last. Looking forward to seeing you there!
📚 Our Monthly Read
This month we’re recommending Complaint Management Excellence by Sarah Cook – a practical guide to turning customer dissatisfaction into loyalty through effective service recovery.
✨ Why Read This?
Customer expectations are rising and complaints are increasingly visible on social media.
Cook makes a compelling case for building a culture where complaints are not feared but welcomed. Drawing on case studies from organisations like John Lewis, DHL, and the Ritz Carlton, this book offers actionable insights for aligning strategy, people, and processes around service improvement. Perfect for anyone focused on boosting citizen trust and organisational resilience.
If you would like to discover some of our Customer Stories, highlighting real-world customer experience transformations within the public sector, click below.
Kommentare