Case Study: Leeds City Council achieves penny‑per‑survey costs and real‑time customer insight with Verint Systems

Leeds City Council - Customer Case Study

Leeds City Council’s Contact Leeds is a large public-sector contact centre handling enquiries on housing, council tax, benefits and other services. The Council needed timely, evidence-based customer feedback to drive continuous improvement, but its postal surveys were costly (about £6 per response), returned fewer than 1,000 responses, lacked service-specific insight and could take up to three months to deliver results.

Contact Leeds deployed Verint Impact 360 Customer Feedback (implemented by Sabio) to run short, context-sensitive automated post-call surveys integrated with its existing workforce optimisation tools. The change cut the effective cost per survey from around £6 to mere pence, provided immediate, actionable insight tied to call recordings, improved ability to manage the customer experience, and created a scalable foundation for broader feedback and service improvement.

Leeds City Council

Alec Maycock

Contact Centre Manager