GovMetric: Tell council what you think
This week (4th – 8th October) is national Customer Service Week and Warwickshire County Council is actively seeking your customer feedback.
The Council County wants to know what residents think about the services that are provided and has recently implemented a system called GovMetric.
The system provides people with a quick and easy way to give feedback about the council’s services, information and how they were dealt with by council staff.
Residents who visit the ‘Warwickshire Direct’ One Stop Shop in Shire Hall, Warwick, are able to select a ‘smiley’ on an interactive touch screen kiosk to describe their experience.
The kiosk displays three colour-coded ‘faces’ – happy, neutral and unhappy - so people who have visited the council in person can immediately give feedback on the service they received. They can also leave comments on the service they have received.
Since 1st August, an average of over 100 customers a week have used the kiosk to give their feedback – and the overall rating has been good.
The GovMetric system has also been introduced on the Warwickshire County Council website. At the bottom of every web page there are the same three smiley faces, which people visiting the website can click on to rate that page.
And in the future, residents who phone up the Council’s Customer Service Centre on 01926 410410 will also be given the option at the end of their telephone call to leave feedback on an automated system.
All of the responses, which are completely anonymous, will be regularly monitored by Warwickshire County Council, who will act on people’s opinions to improve its services and information.
The feedback to the County Council will be publicised on a regular basis, as will the actions that the council has taken in response to people’s opinions.
Councillor Colin Hayfield, Warwickshire County Council’s Portfolio Holder for Customers, Workforce and Partnerships, said: “The County Council welcomes feedback from residents, who can now provide an immediate response on their experience each time they contact or visits us.
“The GovMetric system is a really quick and simple way that people can use to tell us what they think of Warwickshire County Council.
“We’ll be using the feedback to provide residents with more of what they do like, and to improve the things that they don’t. And we’ll be letting people know what we’ve done in response to their opinions.”