Thought leadership

If there was an Olympics in promoting customer feedback, East Northamptonshire Council would win gold. The local authority’s Customer Service’s team has been awarded the GovMetric Team of The Year award 2012.

The award was made in recognition of the Customer Service teams continued commitment to encouraging customers to leave feedback through face to face and telephone channels. This is backed up by an increase in the volume of customer feedback left.

GovMetric is a simple and effective way for customers to let the council know how they feel about the service they have received. Whenever customers deal with East Northamptonshire Council and whether it is face to face, on the telephone or on our website, letting the councils know how they feel about the service it provides plays a very important part in helping us improve and maintain standards of service.

Cllr Steven North, leader of East Northamptonshire Council, said: "This is a great achievement which would not have been possible without the hard work and commitment of all staff.

East Northamptonshire Council saw off some stiff competition to achieve this accolade including Wigan Council and Stevenage Borough Council so I would like to say well done to everyone involved."

The GovMetric judges said: "We were very impressed with all the hard work the team has put in this year- please extend our congratulations to everyone involved."

East Northamptonshire Council staff achieved an average of 300 GovMetric feedbacks per channel per month in 2012? Comments made by customers using GovMetric include:

"The service was extremely quick; I was put through to the right lady and she was super efficient and pleasant Thank you."

"This is the first time I have had to contact your helpline; I found the lady very helpful, courteous and my problem was resolved by her straight away. Jolly good service, keep it up."

"I found the person I spoke to incredibly helpful and certainly offered way more than I thought I needed. She really has made my life a lot easier in many ways so thank you very much."


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