The Customer Satisfaction and Experience Measurement project continues to focus on developing a collaborative approach to measuring customer satisfaction and experience across Scottish local authorities.
Previous updates have outlined the development of a Question Bank to be used in customer satisfaction and experience measurement. The questions, which map directly to PSIF and Customer Service Excellence reporting measures, have now been tested by customer panels from Stirling and South Lanarkshire Councils and Consumer Focus Scotland, and North Ayrshire and Renfrewshire Councils' contact centres.
The feedback from the testing has been overwhelmingly positive and has identified a small number of areas for refinement. The necessary changes to the Question Bank are underway and the next steps will be to:
- develop prescriptive guidance to underpin the common standard for customer satisfaction and experience measurement i.e. the Question Bank
- pilot the Question Bank
- further develop the capacity building activities to support embedding of the standard
We hope to pilot the Question Bank in the following areas:
- one-off service episodes
- short term recurring service delivery
- ongoing core service delivery
- in-depth evaluations
At SOLACE's meeting on 29 May we will update on the project's progress and look to secure Chief Executive support to participate in the pilots.
For further information, please contact Carrianne Hall at the Improvement Service on 01506 775582
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