Nordicity to help develop a Consumer Feedback System for 211Ontario.ca
Posted by Nordicity in Toronto on Sep 14, 2011

Toronto - September 2011 - Nordicity has been engaged by Ontario 211 Services Corporation (ON211SC) to develop policies and recommendations towards the development of a customer feedback system for the Ontario 211 website, an information and referral service that provides the people of Ontario with reliable information on community and social services. This customer feedback system will be a significant element of the Corporation's larger, national 211 Web Channel Strategy.

Nordicity, in collaboration with a Task Team drawn from O211SC call centres, will conduct in-depth research on best practices in web-based customer feedback mechanisms and will consult with key stakeholders to develop a series of recommendations for the design and implementation of a consumer feedback system on the 211Ontario.ca website.

Recommendations will address key issues such as:

  • The role of a consumer feedback system in fulfilling ON211SC's objectives and vision to "become the source for community information and resources throughout Ontario."
  • The most effective feedback tools
  • Methods for moderating consumer feedback
  • Appropriate user terms and conditions and strategies for encouraging constructive and meaningful feedback
  • Implementation strategies
  • Methods for evaluating and monitoring the effectiveness of a consumer feedback system

For more information on this or other Nordicity research, contact:
Kristian Roberts
Nordicity Manager
+1.416.657.2521
kroberts@nordicity.com
www.nordicity.com

About Ontario 211 Services Corporation

The Ontario 211 Services Corporation (ON211SC) was incorporated in 2007 with a mission to develop, sustain and improve an integrated Ontario 211 system. The Corporation is a not-for-profit agency responsible for managing and administering province-wide 211 services, including the 24-hour telephone 211 hotline and the 211Ontario.ca website.

211Ontario.ca aims to provide users with up-to-date information about community and social services in communities across the province of Ontario.

For more information visit: www.211ontario.ca