Improving citizen satisfaction in 🏛municipal services by using 📱net.vote
Allowing any citizen to quickly & easily rate the service they were provided by opening a simple link in the browser of their own smartphone, tablet or PC
Project goals
- Allow any citizen to express their sentiment towards the quality of service recieved at any point in their customer journey
- Have real-time overview of the performance of all staff interacting with citizens. Including automated e-mail alerts sent to the relevant staff member whenever a problem is identified by any stakeholder
- Ensure GDPR compliance, highest ethical standards of use and handling of data, as well as overall data quality
Preparing for success — mapping of the user journey
Working with the client, the consent.io team mapped all of the specific touchpoints along the customer journey.
Each touchpoint was transformed into a “topic” on the net.vote platform.
A “topic” is the verbal que given to the end-user, so they can begin their user experience with the simplest & most logical question — “How do you feel about X”, where X is the relevant topic name.
Distinguishing between all touchpoints, such as which desk they are served at, allows the net.vote system to gather the necessary context on what the user expresses sentiment about.
This allows for a more natural, human-like, user experience, no matter where in the user journey the customer is.
A technologically enabled natural flow of feedback
In this specific case, the user journey begins with each citizen being greeted at the reception desk and handed a small leaflet —
No more questionnaires — instead a flowing, fun conversational interface that asks only what is needed, when it’s needed
While waiting to be recieved by one of the professionals at the service desk, each citizen has the option to manually input the provided link in the browser of their own smartphone (tablet or PC) or simply scan the QR code <—
Upon each interaction real-time, depersonified / anonimised yet validated results are shown in the dashboard to the appropriate management staff —
Benefits for the citizen
- Quick & easy
- See that their voice really matters
- See the overall most relevant and current results from their peers — transparency in the process
- Be asked only follow-up questions that are relevant to their expressed sentiment — if dissatisfied they can say why, if happy — pay a compliment.
Benefits for the staff
- Dissatisfied voices make themselves heard already — the ease of the net.vote system allows for the happy customers to pay compliments back & thus intrinsically reward those who provided a superior service
- Identify pain points along the customer journey and take action before they result in a scandal or serious overall issue
- Be in the know — see how well you did today, this week, this month. Do not measure “NPS” once per year, but make it part of the daily process of work.
For more information visit https://consent.io or see it in action for yourself at https://net.vote
All suggestions, ideas and questions are welcome as public comments here bellow or just say hi@consent.io
