Resources for customer insight
- Hitwise Profiles: Profiles showing lifestyle breakdown of visitors for English Local Authority Websites (with sufficient MOSAIC UK type data) are now available. These are listed by local authority name in alphabetical order: 'Barnet to Devon' (PDF, 151 pages, 1854KB), 'Doncaster to Leicestershire' (PDF, 157 pages, 1928KB), 'Lewisham to Sandwell' (PDF, 151 pages, 1858KB), 'Sefton to York' (PDF, 145 pages, 1784KB). Please find explanations about how Hitwise collects data for its Lifestyle and Demographics Mosaic data through either the FAQs summary (PDF, 3 pages, 44KB) or full length FAQs (PDF, 14 pages, 478KB).
- Local Government Customer Insight Forum: The Local Government Customer Insight Forum promotes work on local service transformation and acts as a link to central government. It is a sub-group of the Local Government Delivery Council, which was established during 2007 under the auspices of the Local Government Association. The Customer Insight Forum has produced "Customer Insight in Public Services: A Primer" (PDF 381kb) (for customer insight into public services). This aims to establish a common language, business case and a high level approach for insight for both government and its partner organisations.
- LGA: The LGA, working with the LG Improvement & Development and National Consumer Council (NCC) have also conducted some work in the area of Customer Insight and have published several documents as part of the 'Customer Satisfaction Measures for Local Government Services' project.
The LGA also published a study in March 2006 into the use of customer information to manage performance. This includes a list of key lessons learnt and six steps local government can follow to develop a customer focused approach to performance management. This study built on previous work to improve understanding of how successful organisations use customer data to measure and improve performance. It focused mainly on good practice in the private sector but provides a fresh perspective on how it can be used in local government. The material contained in the report is clear, accessible and very relevant to current thinking about customer management. It also contains a very useful example of how the London Borough of Hammersmith and Fulham has been developing a Customer Channel Strategy using customer insight from their Client Index and Customer Segmentation.