THE COMMON MEASUREMENTS TOOL

A User-Friendly Survey Tool for the Public Sector

Overview Presentation

Faye Schmidt

Regional Executive - BC and AB

Service and Innovation

Treasury Board of CanadaSecretariat

Secrétariat du Conseil du Trésordu Canada

A key element in SI Initiative implementation:

Ongoing progress and performance measurement:

– Developing and monitoring client-driven service standards in areas clients say we need to improve

– Year One: Baseline client satisfaction measurement using Citizens First or CMT

– Annually using the CMT core items and others selected by the department to assess baselines and progress

THE COMMON MEASUREMENTS TOOL

Objectives of the CMT:

provide a ready-made tool for public service organizations

enable like-organizations to compare results

facilitate the sharing of information gained and lessons earned between organizations

enable organizations to build internal benchmarks

THE COMMON MEASUREMENTS TOOL

How high is up? The need for a Common Measurements Tool

0 6Very Dissatisfied Very SatisfiedSatisfiedDissatisfied

1 4Poor ExcellentGood Very good

90% Satisfied and Very Satisfied

90% Satisfied and Very Satisfied

=

1 10Poor Fair Good

THE COMMON MEASUREMENTS TOOL

What does the CMT Measure?

Central core of standard questions and standard 5-pt measurement scales

Client feedback (not citizen level)

Five elements of the service experience in the five dimensions or areas of the service experience

Additional questions customized by the organization to met their needs

THE COMMON MEASUREMENTS TOOL

Elements of the Service Experience

Client expectations

Client perceptions of service experience

Level of satisfaction

Level of importance

Priorities for Improvements

THE COMMON MEASUREMENTS TOOL

Understanding Service Gaps

Definition of Service Gap:

The difference between client expectations and the client’s perception ofthe service experience.*

*Source: Zeithaml, Valerie. et al., 1990

Expect-ations

Service

Gap

THE COMMON MEASUREMENTS TOOL

BC Office Products Centre: Using both satisfaction & importance data

Low High

Hig

h

Areas where priorities should be focussed

•Products arrived on time

•Prompt handling of customer complaints

Organizational strengths

•Courteous and helpful staff

•Same day delivery service

Lo

w

Low Priority

•Personal visits by customer service reps

Unnecessary strengths - possible overkill

•On-line electronic ordering

•Electronic billing

IMP

OR

TA

NC

E

SATISFACTION

THE COMMON MEASUREMENTS TOOL

Service Dimensions

Responsiveness

Reliability

Access & Facilities

Communications

Costs

THE COMMON MEASUREMENTS TOOL

How Does the CMT Work?

Offers a consistent measurement system

Offers comprehensive item bank for selection

Offers descriptive and Likert types of

questions

Requires customization by organization

Allows addition of questions by organizations

Supported by a managers’ guide, a software package, and a companion surveying guide

THE COMMON MEASUREMENTS TOOL

The CMT

• Go to tool

2000-03-08 Customer Feedback - CMT 22

This graphdisplayssatisfaction vs.importance formultiple serviceissues

To contact me:

PHONE: (250) 418-5054 Pacific Time

FAX: (250) 598-0167

EMAIL: schmidt.faye@tbs-sct.gc.ca

Treasury Board of CanadaSecretariat

Secrétariat du Conseil du Trésordu Canada