Measuring Customer Success

About the session

Objective data and feedback about public service effectiveness should guide policy making, resource allocation, and the continuous improvement of services. This needs to include traditional satisfaction metrics but also look to factors like accessibility, equity, and long-term outcomes. So how well do we really understand the effectiveness and efficiency of a programme as judged by how well it meets the needs and expectations of the end user? 

1. Design of Metrics: Establishing metrics for customer success is a delicate balance of capturing meaningful data without overburdening staff or service users. How can the public sector design comprehensive but practical metrics for customer success?
2. Data-Driven Decision Making: Against a backdrop of rapidly digitising delivery, the ability to use data effectively is key to understanding customer success. How can government organisations best leverage their vast amounts of data to measure customer success?
3. Efficiency vs Effectiveness: Delivering equitable public services is a key measure of customer success. How well are we considering and measuring equity in our customer success metrics - and how do we measure customer success in situations where efficiency and effectiveness might be at odds?