In October 2008 the Improvement Service and Consumer Focus Scotland jointly published the report, "Improving the understanding of customer satisfaction and experience in Scottish local government: Towards a collaborative approach".
As well as confirming widespread agreement that local government in Scotland might benefit from a more collaborative approach, the report also identified key areas where collaboration could focus, and support amongst councils for a project to take the recommendations forward.
To facilitate this, a number of steps have been put in place:-
The Customer Satisfaction and Experience project has been firmly established within the Improvement Service's Customer First team and is now taking the developmental stages forward. The principal objective of the project is focused on:
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Developing a common standard to facilitate an understanding of customers' satisfaction and experience levels;
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Providing support and building capacity, including developing tools and techniques in the field of customer satisfaction and experience measurement;
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Sharing best practice in the field of customer satisfaction and experience measurement.
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A steering group has been appointed, comprising key stakeholders from local and national government, scrutiny bodies, Consumer Focus Scotland, and community planning partners.
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The first meeting of the steering group was held on 12th December 2008. The group discussed the structure and scope of the project, and the approach to the developmental activities around the main intended deliverables of:
- 1. A question bank of tried and tested questions;
- 2. Data standards to ensure data is recorded and stored in a consistent format;
- 3. Good practice toolkits to support research activities;
- 4. Workshops and training support.
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A project manager has been appointed to take forward the project under the guidance of the steering group, and in consultation with all relevant stakeholders.
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A project brief is being developed to define the approach to delivering the project. This will go to the steering group for sign-off in early February 2009.
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Once approved the brief will be widely published, including on the ‘Customer Satisfaction with Scottish Local Government' community of practice.
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To register on the ‘Customer Satisfaction with Scottish Local Government' community of practice, go to http://www.communities.idea.gov.uk/.
The final report and executive summary of "Improving the understanding of customer satisfaction and experience in Scottish local government: Towards a collaborative approach" can be found in the document library.
For more information, please contact:
Carrianne Hall
Customer Satisfaction and Experience
Carrianne.hall@improvementservice.org.uk
Tel: 01506 775558
Mob: 07767 673905
