Launched in 2010, the Customer Satisfaction Measurement Tool (CSMT) is designed as a national standard for local government and its partners to evaluate the performance of the services they deliver. Establishing a common framework across Scotland as a uniform tool which everyone can use, and adhere to, lay behind CSMT’s development.
The CSMT is a comprehensive Question Bank based around five key drivers of satisfaction. Survey templates (and scripts) for use by phone, online, face-to-face and by post are available to download and localise, (but not to alter). CSMT’s resources, including the User Guide, are available from CSMT’s dedicated online group on the Knowledge Hub.
For more information on the Customer Satisfaction Measurement Toolkit, visit the Customer Satisfaction Measurement Tool Knowledge Hub
The Improvement Service (IS) is the national improvement organisation for local government in Scotland.
Our purpose is to help 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.
Through a series of principles, the IS works to promote improvement in local government and among its partners to support them improve outcomes and reduce the outcome gaps within populations and within areas.
The IS delivers a range of products and services that support CPPs to build their capacity to deliver the public service reform agenda.
The IS has a non-partisan role to support all elected members in Scotland.
The Improvement Services produces a series of newsletters on a range of subjects, including myaccount, elected members, tellmescotland as well as the main IS newsletter. Subscribe on this page.