THE COMMON MEASUREMENTS TOOL
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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 Canada Secretariat Secrétariat du Conseil du Trésor du Canada
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THE COMMON MEASUREMENTS TOOL. Treasury Board of Canada Secretariat. Secrétariat du Conseil du Trésor du Canada. A User-Friendly Survey Tool for the Public Sector. Overview Presentation Faye Schmidt Regional Executive - BC and AB Service and Innovation. THE COMMON MEASUREMENTS TOOL. - PowerPoint PPT Presentation
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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: [email protected]
Treasury Board of CanadaSecretariat
Secrétariat du Conseil du Trésordu Canada
