It's impossible to design and deliver good customer-focused services if you do not know your citizens and customers. Citizen Insight consists of a range of tools that enables organisations to understand their customers better, and to use that understanding to drive service improvement.

Recent RSe work has included customer segmentation analysis for the London Borough of Richmond-upon-Thames and East Sussex. RSe is currently working with the Cabinet Office and DWP to understand the extended customer journey of those caring for older people.

How do I develop Citizen Insight?

Public sector organisations must use a range of tools and techniques to build robust citizen insight. Depending on the issue you are facing, the tools you use may include:

• Measures of satisfaction & experience
• Customer segmentation
• Single customer view
• Customer journey analysis

Once developed, this insight can be used to develop strategies and design policies that place the customer at the heart of your organisation.
For more information on how RSe can help you develop Citizen and Customer Insight, please see our Customer Insight offering.