Library
Our library contains documents held on the Improvement Service site together with links to documents held externally. A list of websites which also hold publications and information useful to those working in local government is available in our Information Sources section.
Users of the IS site are invited to submit documents that they think will be of value to other site users. Please note that you must be a registered user of the Improvement Service website and logged in if you wish to submit a new document. Documents submitted will not appear on the site immediately but will be subject to approval by our editorial team.
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Customer Satisfaction
DocumentsDate added
Copy of the SOLACE e-newsletter from December 2008 featuring an article on the Improvement Service / Consumer Focus Scotland research into measuring customer satisfaction and experience.
Improving the understanding of customer satisfaction & experience in Scottish local government
07/01/2009
This report covers work done by Tetlow Associates in the summer of 2008 to establish whether there is a need and an appetite for a common approach to customer satisfaction measurement and understanding the customer experience for Scottish local authorities. This report gives details of some of the issues which surround customer satisfaction and experience measurement for local authority services, and the findings of the research.
This report presents the findings from a review of approaches to measuring and understanding customer satisfaction with public services. Its main aim is to summarise existing research and literature and to inform the growing interest in measuring customer satisfaction with public services.
