Welcome to the CMT Frequently Asked Questions.

If there are questions that are not answered here, feel free to contact us at info@iccs-isac.org

Common Measurements Tool Related Questions

1. What is the Common Measurements Tool?
2. What is the CMT benchmarking database?
3. How do I use the CMT benchmarking database?
4. What kind of support material is available for using the CMT?
5. Can I just use the core questions?
6. Are certain core questions more important than others?
7. Is the CMT available electronically?
8. Does it matter what order the CMT questions are asked?
9. Why is it so important not to change the wording of the core questions?
10. When asking CMT questions, may I provide contextual/explanatory notes for the survey respondent?
11. How to supplement the Core Questions with other relevant CMT questions?
12. Should I include open-ended questions?
13. Do I have to use the importance scale?
14. Are there alternatives to the importance scale?
15. Why a five point scale, and not a four-point scale (or any other length for that matter)?
16. Why are just the end points of the scale labelled?
17. What are some strategies for comparing past surveys I have done to the CMT?
18. In what research situations can somebody apply the CMT questions? (e.g. Focus group? Key Informant interview? Internal survey? Comment card? Event feedback?)
19. Can we do the research internally?
20. Is it appropriate to apply all questions to all channels?
21. How can I assess service when multiple delivery channels are used?
22. Can I use CMT questions on the telephone?
23. How much does it cost to use the CMT?
24. Is the CMT available in French?
25. What is different about version 2 of the CMT?
26. Why has the CMT been changed?
27. Why were some of the scales changed from a ‘satisfaction’ scale’ to an ‘agreement’ scale?
28. Is the CMT going to change again?
29. Can I still use the original Common Measurements Tools?
30. What is the CMT Standard Board?

Broader Methodology Questions

1. What is the impact of Freedom of Information and Protection of Privacy Act on sample determination?
2. What are some strategies for reducing the length of a survey?
3. How big does my sample need to be?
4. What is an acceptable response rate?
5. How do I promote a high response rate?
6. What about the use of posters (while customers are standing in line) to tell them about the survey?
7. Can customer comment cards provide better insight into customer satisfaction levels than surveying? Are customer comment cards a useful strategy?
8. Who should conduct a customer feedback initiative?
9. How ready is your organization for customer feedback?
10. Is there a generic introduction for surveys?
11. What about the use of on-line surveys?
12. How do I get external assistance for a survey?
13. What do I do with my data? What kind of analysis can help me identify priorities for service improvement?
14. How often should you ask customers for feedbacks?
15. How long should feedback activity take?
16. Who are your customers/clients and what services and products do you supply them?
17. What is the best approach for assessing customer satisfaction?
18. How to choose the data collection method?
19. What is the best method for feedback?
20. What is the driver analysis?
21. How to present the results?
22. How do you know what to work on first?
23. How to obtain approvals for customer service surveys?
24. What is a unit of analysis?