Discussion group: Using
customer feedback to support a shift towards online services
- Vicky Sargent, Marketing consultant, Socitm
- Luke Tagg, Web Manager, NHS North West
Data from the Socitm website takeup service tells us that the web is by far the biggest customer channel, and yet in many public sector bodies it continues to be sidelined or overlooked when it comes to developing and managing the customer strategy. What other explanation could there be for the £0 web budgets still being reported to us by council web managers? This discussion will centre around the role of the web in customer service delivery, and how web customer monitoring and feedback can be used to develop and improve the management of customer enquiries in local government and the NHS.