Case Study: Continuous Customer Satisfaction Tracker

Audience and Methodology: 75 interviews per month with the users of a government funded body. Telephone interviews that measure their satisfaction overall and with various components of this public service.

Background and Objectives: How can we develop our service so that end customers are happier?

Our client is a government funded body responsible for assisting members of the public who are making claims against their council tax, and businesses appealing against business rates who then attend a tribunal. They need to demonstrate continuous improvement in their service and therefore measure satisfaction across various service attributes through a continuous tracker.

Output Examples: