According to the Institute for Citizen-Centred Services (ICCS), our user satisfaction goal should be for citizens to say “I got what I needed”. This comes from ease of use, speed of service, and being able to complete a task through a single channel. The web and our digital channel gives us a great platform for this, but it’s important to measure how we’re doing so that we can see where we need to improve.
This playbook describes our process for measuring user satisfaction.
Process
- TBD