Work is well underway on developing a set of core questions for customer satisfaction and experience measurement as part of a collaborative approach to measuring customer satisfaction and experience being developed by Scottish local authorities under the Customer First programme. The questions, which will map to Customer Service Excellence and PSIF reporting measures, are due to be road-tested with customers in April, using a range of citizen and customer panels, to ensure that they are easy to understand and use ‘customer friendly' language.
The project will help to evaluate whether councils' significant investment in Customer Relationship Management (CRM) has led to increased customer satisfaction levels. It follows the publication of Improving the understanding of customer satisfaction & experience in Scottish local government - a report from the Improvement Service and Consumer Focus Scotland which highlighted an appetite for a common standard.Capacity building activities are also under development. The project's steering group are in the stages of defining the content and delivery of workshops and training support, to be delivered later this year.
For further information, please contact Carrianne Hall at the Improvement Service on 01506 775582.
