I was talking to colleagues recently about new ways to measure and report customer satisfaction and corporate performance. There are lots of good examples out there such as the Birmingham Civic Dashboard ( kudos @siwhitehouse & team). Just as interesting is what we measure. In an age of social media, I’m increasingly of the view that levels of interactions or engagement through socmed is something we should register in some way. It helps that stats are easy to come by (see an earlier post regarding Facebook). Collaboration with citizens is going to be crucial as hard-pressed councils struggle to deliver but if people have a bad experience of engagement, they are less likely to get involved. It’s a phenomenon that Tim Hughes has covered well here. Taking Tim’s point forward, it surely follows that a council that can demonstrate high levels of engagement (even negative comments) must be doing something right. High levels of participation in online forums is a measure of satisfaction in the very process of engagement itself and should be applauded.