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CMT Case Studies
Using the CMT to move from research to results

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CMT Case Studies: Using the CMT to move from research to results outlines the range of applications of the Common Measurements Tool (CMT) which is being used to identify drivers of satisfaction specific to each service area, measure satisfaction among various client types, provide information that can be used in both strategic and operational planning as well as enable benchmarking with peer organizations. The case studies based on experiences of three organizations serve to illustrate not just how the CMT can be implemented in various service delivery environments, but also how the results can translate into better service and, consequently, higher satisfaction ratings.