GoJ ask customers to ‘rate our service’ at key service touchpoints, such as after a phone call, email or appointment. This gives immediate feedback on the service customers have just received. Customer experience measurement has been developed within the last year as part of the GoJ customer strategy. It is at different stages of roll out in different departments and volumes are still low in some areas compared to the volume of interactions, however, work is progressing to increase volume across GOJ as this measurement becomes more embedded.
Customer Sentiment Indicator (CSI)
Customer Sentiment Indicator (CSI) provides customers with the opportunity to indicate how their interaction with our people and services made them feel. Using a scale of emoticons, customers select the emotion that best represents how they are made to feel.
| Department | What we want to achieve | Q1 Data | Q2 Data | Q3 Data | Q4 Data | Annual figure | RAG Rating | Direction of travel |
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Customer Effort Score (CES)
Customer Effort Score (CES) measures how much effort a customer has to exert to get an issue resolved, a request fulfilled, or a question answered. It is calculated using a five-point scale with answers ranging from "difficult" to "easy". The closer to five, the better your Customer Effort Score.
| Department | What we want to achieve | Q1 Data | Q2 Data | Q3 Data | Q4 Data | Annual figure | RAG Rating | Direction of travel |
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Customer Satisfaction (CSAT)
Customer Satisfaction (CSAT) is used to quantify the degree to which a customer is happy with a service or experience. This is calculated by asking how a customer feels about a particular service or interaction, with answers between "very unsatisfied" and "very satisfied" to choose from. Scores are measured as a percentage of respondents who are either “satisfied" or "very satisfied" with our service.
| Department | What we want to achieve | Q1 Data | Q2 Data | Q3 Data | Q4 Data | Annual figure | RAG Rating | Direction of travel |
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