My own research indicates that encouraging feedback across all channels from the users assists in refining both the service and the channel. Two applications currently in use in the UK are GovMetric and CMetrix, which are hosted in the cloud. Both services offer data collection over face-to-face, telephone and web. This method also permits benchmarking across those application groups.
I don’t know if anyone in the USA is offering a similar service – I’m aware of the web satisfaction survey used on some central gov web sites but with covering all channels one is seriously missing out on channel shift!
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