Understanding our customers is key to improving our service delivery. Feedback provides us with the information on what we are doing right and areas where we need to improve on.
As part of our strong commitment to continuous improvement, during 2007 we implemented the GovMetric system across our three main access channels, Telephone, Web site and Face to Face. Customers are being encouraged to leave feedback on the service they have received, and leave comments (positive or negative) on the service or information they have received.
What is an access channel?
An access channel is the preferred method you use to contact us. There are 3 main access channels:
- Through our web site
- By telephone to our 24 hour call centre Waltham Forest Direct
- In person (face to face) at one of our WFD shops
What is GovMetric?
GovMetric was developed by Rutland on line (ROL) to measure customer feedback on Local Authority service provisions across all access channels. This service enables us to understand both the quantity and quality of our customer service delivery across all of our access channels, 24 hours a day, seven days a week. Every individual customer contact can be captured, measured and reviewed to improve service delivery.
How can you leave feedback?
- Website - click your rating on one of the 3 smiley faces that appear at the bottom of each web page
- Telephone - you will be asked by an advisor if you wish to be put through to our automatic feedback service at the end of your call
- Face to face - by using the touchscreen located at each of our WFD shops
What do we do with the information?
The information helps us to understand and work towards meeting our customers needs, wants and expectations, as well as helping us to understand our performance and prioritise areas for improvement. It can also identify the channel preferences our customers are using, and assist with identifying incidents where contact by the customer could have been avoided, by looking redesigning how we are delivering our services
All comments are monitored and the system has provided a vital communication channel with our customers.
View GovMetric case study
