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Measuring customer satisfaction with local government |
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An emerging findings seminar was held on 13th June to test the findings from a project commissioned by the Improvement Service and Scottish Consumer Council to identify need and appetite for developing a common approach to measuring customer satisfaction with Scottish local government services.
A high degree of consensus about working across local authorities, and potentially partners too, has been identified and a number of options about the way forward have been identified. These include:
- question bank- with tried and tested questions
- Data protocol - setting out standard ways of recording data
- Common questionnaire - small common questionnaire/s about council services to which additional questions can be added
- Customer insight toolkit - detailing advice on customer insight approaches and methods
- Data warehousing - storing and comparing data provided by LAs
- Centre of Customer insight - offering advice and support to services wanted to better understand their customers
More information about these emerging options area and an opportunity to comment on these are avaialble on the project webspace, see www.communities.idea.gov.uk/c/588425/home.do - please note you need to register to access this site.
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