1. Customer Satisfaction Measurement Tool ScotStat Network of Local Government and Public Body Analysts Survey Conference, 16 th March 2010 Jennifer Wallace, Consumer Focus Scotland Carrianne Hall, The Improvement Service

2. Empowers decision making Facilitates customer-focused culture Can provide assurance in scrutiny Facilitates responsiveness Customer Satisfaction Measurement

3. 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

4. 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

5. Customer First Better quality public services Faster response Wider coverage Greater credibility Lower costs

6. Developed in Collaboration

7. (Ipsos MORI Model for Public Service Satisfaction) Based around 5 Key Drivers of Satisfaction

8. 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…

9. 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

10. 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

11. 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)

12. 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

13. 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…