Qualtrics Launches Government Web Experience Solution

Experience management (XM) platform Qualtrics has launched a 'Government Web Experience' solution, asking public sector site users about their experiences and helping with web design, content and performance optimization.

SAP-majority owned Qualtrics provides solutions for clients to continually assess and improve the four 'core experiences': Customer, Employee; Product, and Brand. According to recent Qualtrics research, people reaching out to government institutions were the most likely across industries to say they had to switch between multiple customer service channels to resolve an issue, and least likely to say they were treated with empathy in the customer service interaction.

The firm's new Government Web Experience solution has been developed to enable government organizations to engage customers, generate insights and improve web experiences, in order to improve customer satisfaction in public services. It can be used to build a 'cohesive' digital customer experience across multiple government departments, to better serve residents. With predesigned questions and dashboards, the solution enables governments to gather feedback and identify and prioritize areas of improvement on web sites that will have the most impact on customers.

In addition, Qualtrics enables governments to see how experiences vary across demographic groups to identify who is left out of digital self-services. Sydney Heimbrock (pictured), Qualtrics' Chief Industry Advisor for Government, comments: 'Agencies need to look at the customer journey holistically when planning for transformation. Leadership across agencies will be critical to redesigning customer experiences that better serve the public and our democracy.'

Web site: www.qualtrics.com .

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