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Customer feedback and improving our services
One of our core values is ‘Putting our customers at the centre
of everything we do’. To help us find out where we are doing well
and areas we need to improve, we’re have introduced a new quick and
easy customer feedback system called GovMetric to measure customer
satisfaction with our face-to-face, phone and website services.
At Gillingham Contact Point and Chatham and Rochester community
hubs, at the end of your visit you can use a touch screen panel
with traffic-light coloured smileys.
at the end of a call, you’ll be given the option of providing
feedback, and if you wish to, you’ll be put through to an automated
system where you use the telephone keys to give your feedback. This
will take around a minute.
On every webpage, you’ll see traffic-light coloured smileys.
Simply click on the smiley face that best says how you feel about
using that webpage. The satisfaction measures are:
- We’re getting it right (green smiley).
- We could do better (orange smiley).
- We need to improve (red smiley).
Smiley icons apply to face-to-face and website services only.
The system is anonymous, unless you choose to give contact
By taking a minute or so to provide feedback, you’re helping us
to quickly and effectively gather information about how we’re doing
and the reason(s), so we can act on the feedback to maintain and
improve our services.
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