Based around MORI's Model for Public Service Satisfaction, the Question Bank maps to the Customer Service Excellence Model and PSIF.
The Question Bank's principal purpose is focused on developing a common standard across Scotland for measuring customer satisfaction and experience. This common standard offers a number of benefits to Scottish councils and their partners - namely a standard that will:
- be recognised by regulatory bodies as it offers robustness, consistency and comparability
- be cost effective and simple to implement
- provide clear indications of areas for improvement
- enable the tracking of year on year changes
A number of organisations have supported the development of the Question Bank. These include Consumer Focus Scotland, North Ayrshire, Renfrewshire, Stirling, and South Lanarkshire Councils. Assistance has been provided in testing the Question Bank with customers to ensure that the questions were easy to understand and used ‘customer friendly' language.
SOLACE endorsed the development of the Question Bank and the plans for piloting at their May meeting.
The plans for piloting the Question Bank, involving a manageable number of committed councils and partners, are now being pulled together. This is conditional on securing the agreement and endorsement of the respective Chief Executives.
A number of organisations have previously indicated their willingness to be involved in the pilots; we will be in touch with each shortly with further details. If you would like to find out more about the pilots or to express an interest in being involved, contact Carrianne Hall.
Prescriptive guidance is being produced to support the Question Bank to avoid the standard's dilution and this, too, will be tested and evaluated during the pilots.
More information
Contact Carrianne Hall at the Improvement Service on 01506 775582.
