Metric Centric Launches Federal Agency CX Audit

In the US, consumer attention analyst Metric Centric has launched a product to help federal agencies manage customer experience and improve service delivery.

Metric Centric aggregates consumer sentiment and perception data, then overlays demographic profiling tools which its analysts use to review the resulting data for relevancy, anomalies and insights. Results are fed into production of a set of custom scorecards.

Tailoring these to meet the specific needs of federal agencies, the firm's Federal Agency CX Audit solution has been developed in response to the new Office of Management & Budget (OMB) guidance on managing customer experience. Using Metric Centric's Audience Impact Score (AIS), which provides a combined view of market sentiment and perception of specific federal agencies, the tool uses a weighted analysis of six marketplace metrics to give agencies a benchmark of existing programs and services against 'success metrics' calculated from public perception.

George Assimakopoulos (pictured), Metric Centric founder and Managing Partner, comments: 'Federal agencies have an immediate need to understand the vast amount of data their constituents have generated about their programs and agency. Knowing how to value and weight that data and how it can shape the perception and sentiment of their specific agency will guide CX efforts for years to come'.

Web site: www.metric-centric.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.