Watford Borough Council’s website has been ranked at the top of a GovMetric league table of more than 70 councils for its customer satisfaction rating.
The WBC team of web page designers have worked hard to make the new www.watford.gov.uk website a huge success since its launch in January 2016.
The website contains ‘feedback faces’ in its right-hand corner, allowing visitors to rate the quality of their experience. They have pressed away enthusiastically to rank WBC at the top of the GovMetric Channel Satisfaction Index.
GovMetric satisfaction is calculated as an average score, where each visitor rating is attributed +1 for good (green smiley face), 0 for average (the amber neutral face) and -1 for poor (red sad face). All scores are combined and the result divided by the total number of responses to provide a net satisfaction score, meaning that net satisfaction will always be within the range of +1 to -1.
Councils are ranked in order. Watford Borough Council's website rating was 0.31, followed by The Royal Borough of Kensington and Chelsea in second place with a rating of 0.29.
Cllr Mark Watkin, Portfolio Holder for Resources and Customer Service, said: “We are looking to take full advantage of the benefits that the developing digital world will give us. They will enable our staff to provide the highest quality services our residents and businesses expect – both online and offline. We are working towards a world where residents will be able to access information about every aspect of our council 24/7 – it’s only going to get better as we deliver the Digital Watford initiative, working towards Watford 2020.”
Watford 2020 is an ambitious programme of service transformation to create a resilient sustainable council ready to face the uncertainties after the withdrawal of Government revenue grants from 2019. The bold vision – which includes Digital Watford – will enable WBC services to be delivered more effectively with no loss of quality. It will give residents the 24/7 ability to work with the council just as they do with major retailers, whether it be ordering services, providing us with information or simply accessing their account.