The ten charts below summarise data provided by our partners Govmetric to show patterns of user interactions for November 2010.

They cover interaction volume by the principal communications channels - namely face-to-face, web and telephone - and include customer satisfaction by channel, reasons for dissatisfaction and interaction patterns across key services areas.

The charts can help you in your benchmarking activity when assessing the performance of communications channels within your authority.

Click here for historic data.

Over time, as our dataset matures, LocalGov.co.uk's citizen engagement section will charts shifts over time in the performance measures outlined.

Click here for a full explanation of how Govmetric assembled the data.


Chart 1: Customer interactions across primary access channels

This chart illustrates the ratio of customer interactions across the three main access channels – face to face, telephone and web – for the past month.



Chart 2: Trend in customer interactions across primary access channels

This chart illustrates the how the ratio of customer interactions across the three main access channels – face to face, telephone and web – has fluctuated over the past months, and will illustrate any channel shift that is taking place.



Chart 3: Customer satisfaction across primary access channels

This chart presents the customer Satisfaction Index for the past month for the primary access channels, on a scale of -1 to 1.




Chart 4: Trend in customer satisfaction across primary access channels

This chart illustrates the how the Satisfaction Index across the three main access channels – face to face, telephone and web – has fluctuated over the past months, and will illustrate any trends that emerge.




Chart 5: Reasons for dissatisfaction across primary access channels

This chart sets out the reasons for dissatisfaction across the primary access channels.




Chart 6: Customer interactions across key services

This chart illustrates the ratio of customer interactions across six key service areas for the past month.




Chart 7: Trend in customer interactions across key services

This chart illustrates the how the ratio of customer interactions across the key services has fluctuated over the past months, and will illustrate any trends emerging.





Chart 8: Customer satisfaction across key services

This chart presents the customer Satisfaction Index for the past month for the key services, on a scale of -1 to 1.





Chart 9: Trend in satisfaction across primary access channels

This chart illustrates the how the Satisfaction Index across the key services has fluctuated over the past months, and will illustrate any trends that emerge.

Chart 10: Reasons for dissatisfaction across key services

This chart sets out the reasons for dissatisfaction across the key services.