3 Metrics for Improving Constituent Satisfaction

Constituent success is a win-win partnership

Constituent success is a win-win partnership

At its core, the Romulus CRM helps public servants provide better constituent services. Satisfaction may seem like a fuzzy metric, but there are concrete steps that any government employee can take to improve every constituent interaction.

We strongly believe in data-driven democracy. This article will cover three crucial metrics behind phenomenal constituent services, as well as best practices and tips on how to improve them.

First Response Time

Constituent happiness positively correlates with increased responsiveness

Perceived responsiveness is significantly correlated with constituent happiness

How it’s measured: The time between when a request was submitted by the constituent and when the staff’s first communication occured.

Why it’s important: There is no worse feeling for a constituent than that they are shouting into the void. A quick first response reassures the citizen that their request has been heard and is being worked on.

Target: 1 hour.

You may see a lot of variation between requests, especially if you receive many after normal operating hours.

How to improve: Send a quick confirmation email confirming receipt of their issue and when they should expect to hear back next. By immediately demonstrating responsiveness, confirmation emails are an easy and comforting reassurance to constituents.

In Romulus, constituents are automatically sent confirmation emails as soon as the request is entered. This provides immediate positive feedback as well as a link for constituents to track the status of their request.

Average Time to Resolution

Public servants using Romulus have reduced the time it takes to resolve casework by over 73%.

Public servants using Romulus have reduced the time it takes to resolve casework by over 73%.

 

How it’s measured: The time between when a request was submitted and when the constituent was notified of its completion.

Why it’s important: While a quick first response is a great indication the level of service a citizen should expect, constituents care most about the end result.

Target: Varies based on request type.

How to improve: This is often the most difficult metric for local governments to improve. Oftentimes, requests and casework span multiple departments. By centralizing information in a CRM, teams drastically reduce communication overhead. Centralization also improves transparency, meaning other staff members can chime in if they have relevant context.

One feature which consistently ranks amongst Romulus users’ favorites is reminders: timed alerts to follow-up on constituent requests or to check in with a citizen. Instead of keeping every open case in memory, they feel safe knowing that Romulus will notify them when it is time to follow up.

Constituent Satisfaction

Everyone gets excited about data-driven democracy

Think of the children.

Also known as CSAT in private industry, Constituent Satisfaction tracks a constituent’s self-reported satisfaction with the service provided.

How it’s measured: Constituent satisfaction is measured by sending a survey to the constituent once a case is resolved. The survey has just one question:

How would you rate your overall satisfaction with the service you received?

The constituent is asked to answer based on a scale from 1-10, rating their level of (dis)satisfaction. The average of all responses is your Constituent Satisfaction score. These should be normalized to a scale of 100, so if your scale 1-10 then multiply your average by 10.

Why it is important: Constituent Satisfaction gives you a finger on the pulse of constituent services.

Target: >90.

If you start out lower than this, don’t worry. Having a baseline is the first step to improving your constituents’ satisfaction.
How to improve: The second rule of data-driven democracy: if you don’t know, ask. Every time a constituent gives a score below a 9, send them a follow-up asking what you can do to improve. Not only does this give you insight into how your team can provide better service, the constituent know you care about improving. That alone builds trust in a community.

Next Steps

Have other suggestions for measuring and improving constituent services? Reach out to us on Twitter or Facebook. We love hearing from users and local government leaders!

If you’re looking to improve your constituent services, sign up for a Romulus demo. Our trusted team Government Technology Advisors will be happy to answer any questions you have and explore if a CRM is a good fit for your team.