Customer Feedback

What is Gov Metric?

Gov Metric is a customer feedback service which will enable Great Yarmouth Borough Council to track its performance by each method and service they choose.

For our Face to Face customers we have a simple, but highly robust, touch-screen panel in each of our reception areas.

The Gov Metric Smiley's are displayed across each of the pages on our website so our web users can pass on their feedback in the same way.

Customers can also choose to leave additional comments across the website

The Gov Metric system will assist the Council with information in the following areas:

• Inform and develop Service Plans

• Make decisions based on actual evidence

• Validate investment to members and demonstrate improved service delivery

• Customer comments can be displayed automatically to ensure both staff and customers are informed.

The Key Benefits to Implementing Gov Metric include:

• Reduces the costs of manually collating and reporting customer satisfaction and transaction data.

• Supports the “right first time” service delivery and reduces the costs associated with rework.

• Reduces the costs of dealing with complaints.

• Real time customer satisfaction information

• Benchmarking with other Authorities

• Customer Comments

• Information on why Customers are satisfied or dissatisfied