Customer relations in local authorities: promote your best practices
The AFNOR Citizen Experience barometer is a national observatory of reception and user relationship management practices in public structures. He singles out those who have innovated. The 10th edition, launched on February 7, 2022, closes on April 8. In the meantime, find a new best practice on this page every week.
Every year since 2012, the AFNOR group has been producing the Citizen Experience barometer, a device that scrutinizes the communication channels deployed in public structures (town halls, departmental councils, regional councils, etc.) to practice quality user relations. Based on a mystery audit, in the field, of online review platforms and social networks, it measures the main determinants of customer satisfaction: accessibility, responsiveness, courtesy, personalization, waiting time, transfer efficiency, complaints management. Why not play along? The 10th edition will close on April 8, 2022. The more communities take part, the richer the barometer becomes in terms of best practices! Here are just a few of these best practices:
Best practice no. 1: inject a collective approach into your hospitality issues
Hospitality is at the heart of your administration: it would be a shame to make it an individual responsibility. Project-based management means getting people from different departments to work together. Long live cross-functionality!
Best practice no. 2: change the tempo of your evaluations
We often tend to wait until the end of the year to evaluate ourselves… and sometimes a user’s remark can get lost in limbo! Focus on continuous assessment to make it easier for your organization to adapt and become more agile.
Best practice #3: increase the number of listening sensors
Satisfaction surveys, feedback from elected representatives, complaints, minutes from school councils and/or user committees… The listening sensors available to public structures are protean! Identify them, centralize them and use them to measure and analyze user satisfaction.
Best practice no. 4: Make the most of the voluntary support of back-up teams
An overload, an unforeseen event, and your telephone reception team is overloaded. Put together a volunteer rescue team, and don’t forget to reward this one-off commitment. How? By allocating a dedicated FTE to include volunteer hours, or by valorizing the skills acquired in the field of hospitality.
