GovMetric enables you to understand how customers see your service delivery. Understanding the Voice of the Customer and narrowing the gap between customer expectations and experience is vital to improving the quality and efficiency of services. GovMetric enables you to listen to the Voice of the Customer across all contact channels, to prioritise which areas to improve and to measure improvements through near real-time reporting. To find out more visit www.govmetric.com.

1. ©2010 GovMetric

2. Understanding the Voice of the Customer and narrowing the gap between customer expectations and experience is vital to improving the quality and efficiency of services. GovMetric enables you to listen to the Voice of the Customer across all contact channels, to prioritise which areas to improve and to measure improvements through near real-time reporting.

3. GovMetric captures the Voice of the Customer – every time they interact with your organisation Performance management systems Intranet/Extranet Central government esd-toolkit

4. Get an instant overview of customer sentiment through your personal dashboard.

5. Drill down to understand the performance of each individual access channel...

6. “ I want to find out what I can put in my recycling bin but it isn't clear what kind of plastics can be recycled.” “ The school closures list needs a date at the top of the list… I don't know if the list is for today, or yesterday.” “ I can’t find any information about your home swap scheme – I’m going to have to call you instead.” … and listen as customers tell you about their experiences in their own words.

7. Use the in built tracking tools to act on customer feedback…

8. “ I have now found the new What Can I Recycle page, which is great... well done folks, your information is much appreciated.” “ I think you have added the ‘last updated’ field to the school closure page since earlier this week? If so, thanks very much, that made it much more informative and useful.” “ Your housing information is brilliant, really detailed, it has saved me a trip to see you.” … and quickly see the positive impact that changes make to the customer experience.

9. Data from South Tyneside Council, comparing channel usage before and after a web improvement project Before: November 2008 After: April 2009 Improving the customer experience can facilitate channel shift…

10. Excerpt from presentation delivered by South Tyneside Council, examining cost savings delivered through channel shift facilitated and quantified by GovMetric … delivering real savings to the bottom line.

11. GovMetric is the single most widely used feedback service in UK Local Government.

12. Reaching over 10 million citizens Over ten million UK citizens are already familiar with the GovMetric Smileys and its intuitive, engaging interfaces.

13. GovMetric saves you time and money. GovMetric helps you to deliver "right first time" services, making the most of your lower cost access channels and minimising expensive failure demand. To find out more, visit www.govmetric.com .

14. www.govmetric.com