Citizen listening tools
The CRM Area - Customer Relationship Management has the aim of redesigning the relationship with citizens both on the physical and digital channels, understanding their needs in depth to improve the experience in the relationship with the Administration.
The CRM Area oversees a real listening and reporting system with users through various tools and methodologies such as:
• reactive, including the analysis of complaints from customer communications, the analysis of some indicators relating to interaction with citizens, activities intended to continuously monitor and effectively manage the relationship with users
• proactive, including surveys on perceived quality, request and analysis of city user feedback.
The Department to which the Area refers has the delegation for Participation, Active Citizenship and Open Data and therefore promotes, stimulates and supports user involvement.
The listening and reporting system is divided into different modalities.
It is the telephone listening and support service that reaches more than one million people a year, providing information on the Administration's services, managing appointment bookings and supporting users in navigating the site pages. Specialist teams of operators support the offices in managing complex requests.
Starting from the pages of the web portal it is possible to simply and directly send requests for information and verification to the competent offices, make a suggestion and present a complaint, receiving a response within 30 days.
It is the digital service on the WhatsApp social network that allows people to interact with the Municipality to obtain information and/or access the most requested services in real time. The provision of information adapts to the needs of citizens constantly detected by customer satisfaction questionnaires, by analyzes of the frequency data of requests from all CRM channels and by current and emergency needs, or by recurring needs such as deadlines relating to registrations for services, the availability of financial support or measures relating to mobility.
The Administration monitors user perception by measuring user satisfaction services provided and collecting the opinions and expectations of citizens on particularly relevant areas or topics.
The customer satisfaction surveys are supported by a qualitative-quantitative reporting activity on the requests and feedback sent by citizens through the various channels and by the analysis of search and access paths to information.
- AMSA Services Customer Satisfaction Report 2020 (pdf - 1498.159 KB)
- AMSA Services Customer Satisfaction Report 2021 (pdf - 5593.68 KB)
- Citizens and climate change: an exploratory investigation (pdf - 963.053 KB)
- Report Milan Listens to you (pdf - 891.974 KB)
- Chatbot satisfaction survey 2020 (pdf - 704.992 KB)
- Collaboration agreements survey - July 2021 (pdf - 2188.905 KB)
- Nature school on air 2020-2021 (pdf - 2231.294 KB)
- Nature school on air 2021-2022 (pdf - 2478.383 KB)
- Perceived quality survey - Out of the Municipality 2021 (pdf - 1449.407 KB)
- Perceived quality survey - Out of the Municipality 2022 (pdf - 1655.866 KB)
- Survey of perceived quality of Nursery Schools Spring Section 2021 (pdf - 1936.721 KB)
- Results on satisfaction - Summer Holiday 2021 (pdf - 1635.99 KB)
- The perceived quality of the school lunch service 2021 (pdf - 4727.957 KB)
- Perceived quality Polo Manzoni 2021 (pdf - 1665.89 KB)
- Perceived quality report Polo Manzoni as 2021_2022 (pdf - 2508.472 KB)
- Polo Manzoni perceived quality report 2022-2023 (pdf - 3010.553 KB)
- Results on satisfaction with the 2022 Summer Holiday initiative (pdf - 2925.369 KB)
- Hospital Sections Report 2023 (pdf - 4164.154 KB)
- Customer satisfaction report on road education courses 2022 2023 (pdf - 965.35 KB)
- AMSA services customer satisfaction report 2022 (pdf - 5843.042 KB)
- Survey of perceived quality of the Nature School 2022-2023 (pdf - 4290.646 KB)
- Summer holiday 2023 survey report (pdf - 3073.562 KB)
The periodic reports, containing data extrapolated from the CRM relating to the complaints received by the Administration, are processed on an annual basis.
For information on the service, visit the page:
Updated: 11/03/2024