Cestria Front Page News Article

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GovMetric

09/04/2010

Now local residents will find it much easier to tell Cestria Community Housing how satisfied they are with the services provided. Cestria is introducing a service called GovMetric, which will give customers a quick way of leaving feedback whenever they contact the organisation on the telephone, on the web or in person.

What does it do?

Every time you come to visit us in person, call us on the telephone, or visit our website, you will be able to use our new customer feedback service to tell us how happy you are with the service you have received.

Why are we doing it?

Understanding what customers think of our service is a vital part of helping us do even better in the future. We need to know what we are doing well, and where you think we can improve.

You may in the past have taken part in one of the surveys that we run from time to time, either on the telephone, at our offices, or perhaps by completing a postal questionnaire. These types of surveys provide us with very useful, detailed information, but it is only possible to survey a small percentage of our customers at any one time.

In contrast, the new customer feedback service will be available to every single customer, every time they visit or telephone us, or use our website. This means you will always be able to tell us when we have done well, or when you think we could do better.

How do you use it?

If you visit us in person, you will see that we have installed a new touch screen in our reception area. It is easy and fun to use; before you leave, simply press the button to tell us the reason for your visit, and then press one of the “smiley faces” to tell us how you rate the service you received. If you are dissatisfied, you can also tell us the reason why.

If you call us on the telephone, at the end of the call you will be asked by if you would like to leave some feedback. A short recorded message will then ask you to rate the service using the buttons on your keypad and it takes less than a minute to do.

Finally, if you visit our website, you will see that we have added the smiley faces to the bottom of many pages that enable you to rate the information.