Understand citizen sentiment and help move resources to the right services.
Identify friction in the current journey and eliminate for customer ease.
Enable cross-organisational success
Easily share data on what a 10/10 experience looks like, allowing others to replicate.
Reduce cost to serve.
Enable minimal customer interactions with council by understanding the two most critical moments on the journey.
First contact resolution
Better understand how to enable first contact resolution by customer segments and service request types.
Ensure initial service is delivered to a satisfactory standard.
Make targeted investments.
Use rich customer insight to make targeted investments that improve CX.
Use customer sentiment to build exceptional service delivery.