Measuring Customer Satisfaction UK Expert Meeting (27th June 2005) Purpose To share knowledge of a variety of approaches to customer satisfaction measurement in existence elsewhere. To share knowledge and experiences of how customer satisfaction information is used in EU members states and the degree of interest/commitment to any uniform EU approach. To make sufficient progress so as to present a brief report to Directors General outlining conclusions from the expert meeting; whether there are sufficient grounds to consider an EU approach and (if so) how this should be taken forward.

Measuring Customer Satisfaction UK Expert Meeting (27th June 2005) Presentation Each presentation will last a maximum of 15 minutes, allowing a further 30 minutes for Q&A discussion. They will focus on: Key Features of the approach Specific examples of business benefits as experienced in public services Indication of timescales and costs Degree of usage of the scheme Main criticisms levelled at the scheme

Measuring Customer Satisfaction UK Expert Meeting (27th June 2005) Discussion We will ask our guest speakers to participate in facilitated discussion groups that will aim to draw out from delegates a view on: How customer satisfaction with public services is measured within their country; The extent to which they have in interest in a more coherent EU approach; The key business drivers for change and Any preferences they may have from the presentations and the reasons why.

Timetable Measuring Customer Satisfaction UK Expert Meeting 09:30-10:00 Coffee/Registration 10:00-10:30 Chair’s introduction (Mary Tetlow) 10:30-11:15 Presentation 1 – American Customer Satisfaction Index 11:15-11:30 Refreshments 11:30-12:15 Presentation 2 - Canadian Common Measurement Tool 12:15-13:00 Presentation 3 – European Performance Satisfaction Index 13:00-14:00 Lunch 14:00-15:30 Discussion groups – brainstorming, business benefits, obstacles 15:30-16:00 Plenary session to agree next steps, chair’s closing remarks

Location Measuring Customer Satisfaction UK Expert Meeting The Cabinet Office Kirkland House 22 Whitehall LONDON SW1A 2WH

Contacts Measuring Customer Satisfaction UK Expert Meeting Roy Stephenson roy.stephenson@cabinet-office.x.gsi.gov.uk Tel. (020) 7276 1741 James Airey james.airey@cabinet-office.x.gsi.gov.uk Tel. (020) 7276 3567