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

• Empowers decision making• Facilitates customer-focused culture• Can provide assurance in scrutiny• Facilitates responsiveness

Customer Satisfaction Measurement

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

(Ipsos MORI Model for Public Service Satisfaction)

Based around 5 Key Drivers of Satisfaction

• Question bank of tried and tested questions– Full and abbreviated versions

• Defined satisfaction rating scale• Suite of templates and scripts • Comprehensive User Guide

The Customer Satisfaction Measurement Tool is…

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

• Question bank of tried and tested questions– Full and abbreviated versions

• Defined satisfaction rating scale• Suite of templates and scripts • Comprehensive User Guide

The Customer Satisfaction Measurement Tool is…