Turning Feedback Into Action – Real Stories, Real Impact

Webinar Recap

How do you move from collecting feedback to actually making change? That’s the question we explored with over 30 public sector professionals in our latest GovMetric Community Insights webinar.

If you missed it, here’s a quick look at what you can take away:

🔄 Feedback isn’t the finish line – it’s the start

You’re already collecting valuable insights – but what happens next? For Enfield Council, it’s about turning feedback into fuel for service improvement. Their webchat data now drives real-time coaching, performance reviews, and even shapes digital strategy.

📈 Action matters more than metrics

City of Edinburgh Council shared how they transformed their approach – moving beyond surface-level satisfaction scores to dig deep into what residents were really saying. By assigning dedicated resource to reviewing and tagging negative comments, they could respond faster, fix issues, and most importantly, show residents they were being heard.

👂 Give your teams the full picture

From Lenvi & Homes England, we heard how structured feedback dashboards give team leaders clarity, while agent-level views motivate individuals. It's no longer just about call times – it’s about what you did to leave someone feeling heard, helped, and supported.

🧠 Small details drive smarter decisions

Hertfordshire County Council showed how web feedback (even just smiley faces!) can reveal hidden patterns in search behaviour. Spotting terms like “tip” instead of “recycling centre” helped improve site navigation and reduce frustration – small tweaks, big difference.

🧩 Bring it all together for a joined-up experience

At Staffordshire County Council, feedback is helping to shape services across the board. Whether it’s highways or adult social care, every survey helps teams understand how they’re doing – and what you can do to get even better.

👉 The takeaway? Feedback only becomes powerful when you act on it. Whether that means coaching a colleague, tweaking a web form, or redesigning a service, it starts with asking the right questions – and making sure you’re ready to hear the answers.

Thanks to everyone who joined us. And if you’re looking to take your insights further, the GovMetric team is always here to help.

📅 P.S. Don’t forget – the deadline for the GovMetric Awards is 30th April. Nominate your team today!

If you would like to discover some of our Customer Stories, highlighting real-world customer experience transformations within the public sector, click below.