Gain an immediate understanding of your agency's customer experience and service delivery.
Measure customer sentiment and perception for your agency and most relevant programs without changing your workflow.
As the Office of Management and Budget (OMB) expands its guidance on managing customer experience and service delivery, the need for federal agencies to accurately and effectively measure customer experience (CX) is rapidly expanding. Capturing a quantitative understanding of the conversations that are happening across the web about your agency and programs can impact the effectiveness of your work and achieving your agency’s mission. It is more than chatter, it is actionable intelligence that can be quantified to benchmark program performance, evaluate message penetration, flag agency risks, or refine program offerings.
As outlined by OMB, government agencies must now perform an annual review of how programs with citizen-facing services are meeting the core functions of the “CX program maturity model” — measurement, governance and strategy, culture and organization, customer understanding, and service design. The self-assessment should include details on how the agency — and specific programs — are meeting these metrics and a plan to remedy any shortcomings.
Metric Centric analysts use business and competitive intelligence tools to find the relevant insights, distilled from across the web to provide measured, actionable knowledge about your federal agency and programs. We provide an initial baseline of knowledge towards your organization’s CX. We enable your agency to benchmark existing programs and services against success metrics calculated from public perception.