1. 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.

2. 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

3. 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.

4. 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

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

6. Contacts Measuring Customer Satisfaction UK Expert Meeting
Roy Stephenson Tel. (020)
James Airey Tel. (020)