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Customer Satisfaction and Experience Measurement

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					   Customer Satisfaction
    Measurement Tool
ScotStat Network of Local Government and
          Public Body Analysts
   Survey Conference, 16th March 2010

Jennifer Wallace, Consumer Focus Scotland
 Carrianne Hall, The Improvement Service
      Customer Satisfaction Measurement

•   Empowers decision making
•   Facilitates customer-focused culture
•   Can provide assurance in scrutiny
•   Facilitates responsiveness
A new standard for customer satisfaction
measurement of Scottish local government
services…

•   Robust, consistent and comparable
•   Clear indications of areas for improvement
•   Tracking of year on year changes
•   Cost effective and simple to implement
            The Improvement Service

Support councils and their partners to improve the health,
 quality of life and opportunities of all people in Scotland
 through community leadership, strong local governance
  and the delivery of high quality, efficient local services
                      Customer First
•   Better quality public services
•   Faster response
•   Wider coverage
•   Greater credibility
•   Lower costs
Developed in Collaboration
Based around 5 Key Drivers of Satisfaction




          (Ipsos MORI Model for Public Service Satisfaction)
The Customer Satisfaction Measurement Tool
                   is…
• Question bank of tried and tested questions
   – Full and abbreviated versions
• Defined satisfaction rating scale
• Suite of templates and scripts
• Comprehensive User Guide
                  CSMT Structure
• Full questionnaire
   – 22 scaled questions
   – 1 open ended question
• Abbreviated questionnaire
   – 12 scaled questions
   – 3 open ended questions
• Delivery; Timeliness; Information; Professionalism; Staff
  Attitude; Satisfaction
            Supportive infrastructure
• Community of Practice
   – Access to all materials
   – Facilitated by Improvement Service
   – Discussion forum
   – Document library
• Dedicated support
   – Project support role
      • Support launch and ongoing roll-out of CSMT
      • First point of contact for enquiries
      • Support exchange of knowledge and best practice
      • Examining approaches to widening scope
              Templates and Scripts

• Covering telephone, postal, face to face, and online
  methodologies
• Available to download and localise
• Planned managed online survey service
   – Online surveys
   – Telephone survey scripts
   – Access to data analysis tool (face to face and postal)
           Comprehensive User Guide

• Building capacity
• Full step-by-step process
   – Planning the project from start to finish
• Access individual sections
   – Dip in and out as required
The Customer Satisfaction Measurement Tool
                   is…
• Question bank of tried and tested questions
   – Full and abbreviated versions
• Defined satisfaction rating scale
• Suite of templates and scripts
• Comprehensive User Guide