OPPapers.com

Nothing Can Happen

How to measure customer satisfaction
A toolkit for improving the customer experience in public services
November 2007

How to measure customer satisfaction
A toolkit for improving the customer experience in public services
November 2007

2

Table of Contents

Introduction

4.3 How should the information be collected? 25 4 4.4 How do I know I have got it right? 27

1 Why should we measure customer
satisfaction and who should be involved?
6 6 7

5 How can I get insight from the results? 29
5.1 Where do I start? 5.2 Who thinks what? 5.3 What is driving satisfaction and how? 5.4 What can I compare my results with? 29 29 30 31

1.1 Why should we measure satisfaction? 1.2 Who should be involved?

2 What will the process involve? 3 Where do I start?
3.1 How do I define my service? 3.2 Who are my customers? 3.3 What do we know already? 3.4 What else can I find out?

9

11 11 14 15 17

6 How do I communicate and action
the results, and then what?
6.1 Who should I communicate the findings to? 6.2 How do I communicate the findings? 6.3 How do I action the results?

35

35 35 36 36

4 How do I measure satisfaction?
4.1 What should I ask? 4.2 Who should be interviewed?

19 19 23

6.4 And now what happens?

3

Introduction

This document is a customer satisfaction measurement ‘toolkit’. It is designed to help public service providers improve the experiences of their customers by understanding how to undertake effective customer satisfaction measurement. The toolkit considers the process of measurement from customer research and analysis through to the implementation of a service improvement strategy.

The toolkit is designed for ‘service owners’ within government, and those in the research, insight and policy communities who are responsible for implementing a programme to measure and monitor customer satisfaction. It can be read alongside a sister publication, Promoting Customer Satisfaction: Guidance on Improving the...