Public Sector Customer Experience
Our public sector customer experience research solutions have been tailored to the needs of government and educational entities:
Governmental entities and educational systems exist to serve distinct consumer populations with clear service and experience expectations. Organizations serving the public are continually focused on how to best serve their students and constituents.
Those educational systems and governmental agencies that are set up for continued success have systems in place to encourage drivers of customer satisfaction, nurture brand advocacy and offering more value to their customers than the average brand in their space.
Government and Education Mystery Shopping
Government and education institutions can gain valuable information regarding their Customer Experience by implementing Mystery/Secret Shopping programs. These initiatives can help these institutions uncover key areas that need improvement, as well as areas of success that can be built upon.
Government and Education Voice of Customer
Capturing and acting upon voice of customer feedback and sentiment within your educational system or governmental agency is essential to understanding day-to-day front line employee/customer interactions and remaining competitively viable.
A properly designed voice of customer feedback survey initiative can deliver a rich set of ongoing insights, including:
- Location-specific customer satisfaction
- Net Promoter Score, or the likelihood of your customer base to both return and recommend (and why)
- Targeted opportunities for improving experience delivery and identifying employees deserving of rewards or recognition
- Information regarding comparisons across different branches
Government and Education Compliance Audits
Sales, Operations and Marketing-focused compliance audits serve a compelling role in protecting brand equity, optimizing key elements of customer experience delivery and mitigating possible risk and liability factors. Government and Educational compliance audits objectively assess highly important customer-facing elements, allowing you to answer these questions, among others:
Are our employees following the protocols to which they have been trained?
Do our constituents or students experience our organization in the manner we envision?
Does our brand currently have any methods to measure and analyze our customer experience?
Moving you from data-driven to data-informed
The design and execution of hospitality guest experience measurement solutions are mere table stakes. Working as a trusted, thoughtful and candid advisor, we deliver significant value and insights through our fact-based consulting, analytics and reporting, all of which are included as part of our all-inclusive program management services.
Our robust analytics and reporting services deliver clear, fact-based marketing and merchandising compliance insights to the right people at the right time, enabling you to focus with pinpoint accuracy on the most important action planning and priorities, at every level of your organization.