Citizen Image Score (BIS) is a further development of NPS (net promoter score) and P-GAP (perception gap) that can be used for measurements in the public sector. The method was invented by Anders Rønnebech and is aimed for public organizations that want to develop employees to deliver better quality in the citizen experience.
The purpose is to give the employee a greater emotional understanding of, and insight into, the citizen’s situation.
The method measures the emotional distance between two people at a given point of contact. The difference between the citizen’s and the employee’s experience in the situation is calculated. A report is then generated that can be used both in relation to the individual employee and for analysis and optimization of the entire department.
The story behind
Aarhus Municipality wanted to get closer to their citizens. In the past they collected telephone numbers and called around asking a few questions. But there was never any structure, follow-up, or actual benefit from it. Therefore, they wanted a solution translated to public administration to measure and collect feedback.
Therefore, the Citizen Image Score was created by Anders Rønnebech with nps.today.
As the first municipality in the country, Aarhus Municipality now listens to the citizen’s voice via BIS (Citizen Image Score), where the purpose is to get closer to the citizen.
The benefits of BIS
The benefit is, besides a better image, a better employee well-being, as the employee experiences being a part of making a difference through self-development.
Furthermore, a municipality or public administration gets the opportunity for optimizing and quick actions when the citizens have a bad experience. It has never been more important to act on the bad experiences.
In practice
Measure
It is first and foremost essential that you can ask your citizens the classic NPS question or a direct satisfaction question.
This question must be asked to both the agent and citizen to measure both experiences of the interaction.
Understand
It is then important to understand the answers that come from the questions that were sent out. By having Web Dashboards on desktop or on screen in the office you and your employees will be closer to the citizens’ experiences. You can from this see where there are different trends and burning points based on P-GAP (the difference between the agent and citizens experience), the score and comments from the citizen.
With dashboards it is easy for all to gain overview. You can see which categories and scores both agents and citizens have given. You can see the average rating, response rate and finally how many there have been through the process.
Act
To be sure that you find the burning points and bad experiences setting up alarms will be beneficial. You could for example set up so that when a bad experience occurs an agent will get an alarm and by it become aware that something must be done here.
At nps.today we develop software for measuring, understanding, and acting on customer experiences and loyalty and on citizen experiences and image in the public sector. nps.today is the first platform that offers both NPS and P-GAP and plug & play integration to the most known phone systems plus a lot of other contact points for automated measurement. Therefore, you can by using the platform use BIS and measure the citizens experiences.
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You can always find customer cases and articles about Net Promoter Score and Customer Experience on our blog