blog.gov.jeGov.je is in the #1 spot on the GovMetric Channel Satisfaction Index for August. This follows last months good news that for the first time, www.gov.je took first place in the Sitemorse UK local government quarterly index.
Customer satisfaction measurement at the point of contact
GovMetric is the feedback tool that you see in the bottom right-hand side of each page on our main website, you will probably recognise the three smiley faces. The smiley faces are familiar across the UK, with over 70 local authorities subscribing to the feedback service.
GovMetric takes the satisfaction ratings for these 70+ councils in the UK and produces a monthly index against which we can rank ourselves.
Listening
We use the GovMetric tool so that customers can provide feedback about a specific page or about the website as a whole. Customers who leave their contact details with their feedback are contacted directly.
Turning feedback into action
Website feedback, whether good or bad, is received by the Web Content Team and actioned as quickly as possible with either a response from the Web Content Team or it is forwarded to the appropriate department to action.
Feedback
We get a wide variety of feedback comments, in particular lots of customer tell us how much they like our weather pages and how easy they are to use.
They also tell us:
- when links are broken or they’ve spotted a typo
- when something took too long to find
- when they did find the information they were looking for
- when the site didn’t answer their question and they still needed further details
Channel Satisfaction Index August 2015
Council |
Population |
Total feedback responses |
Net satisfaction |
| States of Jersey | 99,500 | 331 | 0.47 |
| Tewkesbury Borough Council | 81,943 | 315 | 0.34 |
| The Royal Borough of Kensington and Chelsea | 158,649 | 1735 | 0.24 |
| South Tyneside Metropolitan Borough Council | 148,127 | 177 | 0.21 |
| Hertfordshire County Council | 1,116,062 | 1443 | 0.16 |
| London Borough of Hammersmith and Fulham | 182,493 | 394 | 0.15 |
| Luton Borough Council | 203,201 | 152 | 0.15 |
| Nottinghamshire County Council | 785,802 | 526 | 0.13 |
| Plymouth City Council | 256,384 | 252 | 0.13 |
| Wigan Metropolitan Borough Council | 317,849 | 806 | 0.13 |
Source: www.govmetric.com
Service improvements
We view customer feedback as a way of delivering tangible results. Often the reason a customer was unhappy was that they couldn’t resolve their query when looking for information. By collecting, monitoring and responding to feedback we make incremental improvements to the site and its content.
This feedback channel has proved so effective on our public facing website that the feedback tool will shortly be appearing on the States of Jersey’s main intranet, MyStates, with feedback flowing directly to relevant personnel and teams.
Once this is in place we’ll have a complete feedback system for our customers and our staff. Customer feedback, combined with staff feedback, gives us an opportunity to view our online services externally and internally, helping us make improvements that benefit all stakeholders.
Be sure to include your email address if you get in touch!