Publications for Use with the CMT
The Common Measurements Tool Question Book is available through the ICCS. It is available free of charge to all Canadian public sector organizations. Other organizations are asked to contact the ICCS to discuss terms of use. If you are interested in receiving a copy of the CMT Questions Book please click here.
The Common Measurements Tool offers more than 150 questions from which to choose when constructing a client satisfaction question. Of these,14 have been designated as "core" questions (see below). The ICCS strongly recommends the use of these questions as they are closely linked with the drivers of client satisfaction (as determined by Citizens First) and will therefore offer valuable feedback. Use of the core questions will also facilitate benchmarking against peer organizations.
Drivers and outcome measures |
Question |
Service Delivery Channel |
| Tel. |
In-person |
Web |
Mail |
Email |
| Satisfaction |
| Timeliness |
Overall, how satisfied were you with the amount of time it took to get the service? |
√ |
√ |
√ |
√ |
√ |
| Accessibility |
Overall, how satisfied were you with the accessibility of the service/product? |
√ |
√ |
√ |
√ |
√ |
Overall
satisfaction |
How satisfied were you with the overall quality of service delivery? |
√ |
√ |
√ |
√ |
√ |
| Performance |
| Fairness |
I was treated fairly |
√ |
√ |
√ |
√ |
√ |
| Information |
I was informed of everything I had to do to get the service/product |
√ |
√ |
√ |
√ |
√ |
| Extra Mile |
Staff went the extra mile to make sure I got what I needed |
√ |
√ |
* |
- |
√ |
| Competence |
Staff were knowledgeable and competent |
√ |
√ |
* |
- |
√ |
| Accessibility |
I was able to get through to an agent without
difficulty |
√ |
- |
* |
- |
√ |
| Waiting Time |
I waited a reasonable amount of time at the
service location |
- |
√ |
- |
- |
- |
| Navigation |
It was easy to find what I was looking for |
- |
- |
√ |
- |
√ |
| Appeal |
The site is visually appealing |
- |
- |
√ |
- |
- |
| Information |
The site had the information I needed |
- |
- |
√ |
- |
- |
| Privacy |
I feel confident that my privacy is fully protected on this site (OR: when I communicate by email with [agency].) |
- |
- |
√ |
- |
√ |
| Outcome |
| Outcome |
In the end, did you get what you needed? |
√ |
√ |
√ |
√ |
√ |
*Questions about service staff will not be relevant in many surveys of Internet services, however they may be relevant when the service involves new technologies such as Voice over Internet Protocol. |
Other Publications Related to the CMT
The CMT was designed to be as easy to use as possible. However, the ICCS recognizes that surveys always pose methodological challenges. For example, in designing a survey managers must decide which questions to use, who will receive the survey, and how the data will be collected, analyzed, and used. To help managers undertaking client satisfaction surveys, the ICCS has made the following resources available:
How-to Guide to the Service Improvement Initiative: While written for managers in the Government of Canada, this guide provides an excellent framework for positioning your survey within the context of your service improvement strategy. It also uses the CMT as its recommended survey tool.
How to Conduct Customer Surveys: From understanding objectives to selecting questions, to collecting data, this guide walks managers through a five-step process for conducting client satisfaction surveys.
CMT User Manual: This manual is focused specifically on challenges associated with using the Common Measurements Tool.
Curriculum: Client Satisfaction Surveying: The Government of Canada has developed a three-day course to introduce managers to client satisfaction surveying.
For more information please contact the ICCS at info@iccs-isac.org.
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