THE COMMON MEASUREMENTS TOOL
A User-Friendly Survey Tool for the Public Sector
Overview Presentation
Faye Schmidt
Regional Executive - BC and AB
Service and Innovation
Treasury Board of Canada
Secretariat
Secrétariat du Conseil du Trésor
du Canada
A key element in SI Initiative
implementation:
Ongoing progress and performance
measurement:
– Developing and monitoring client-driven
service standards in areas clients say we
need to improve
– Year One: Baseline client satisfaction
measurement using Citizens First or CMT
– Annually using the CMT core items and
others selected by the department to assess
baselines and progress
THE COMMON MEASUREMENTS TOOL
Objectives of the CMT:

provide a ready-made tool for public service
organizations

enable like-organizations to compare results

facilitate the sharing of information gained
and lessons earned between organizations

enable organizations to build internal
benchmarks
THE COMMON MEASUREMENTS TOOL
How high is up? The need for a Common
Measurements Tool
Poor
1
Poor
1
Very Dissatisfied
Good
Very good
Fair
Dissatisfied
0
Excellent
4
Good
10
Satisfied
Very Satisfied
6
90% Satisfied and
Very Satisfied
90% Satisfied and
Very Satisfied
=
THE COMMON MEASUREMENTS TOOL
What does the CMT Measure?
Central
core of standard questions
and standard 5-pt measurement scales
Client
feedback (not citizen level)
Five
elements of the service
experience in the five dimensions or
areas of the service experience
Additional
questions customized by the
organization to met their needs
THE COMMON MEASUREMENTS TOOL
Elements of the
Service Experience

Client expectations

Client perceptions of service experience

Level of satisfaction

Level of importance

Priorities for Improvements
THE COMMON MEASUREMENTS TOOL
Understanding Service Gaps
Definition of Service Gap:
The difference between
client expectations and
the client’s perception of
the service experience.*
Gap
Expectations
Service
*Source: Zeithaml, Valerie. et al., 1990
THE COMMON MEASUREMENTS TOOL
BC Office Products Centre: Using
both satisfaction & importance data
High
Low
High
Organizational strengths
•Products arrived on time
•Courteous and helpful staff
•Prompt handling of
customer complaints
•Same day delivery service
Low Priority
Low
IMPORTANCE
Areas where priorities
should be focussed
•Personal visits by
customer service
reps
Unnecessary strengths
- possible overkill
•On-line electronic
ordering
•Electronic billing
SATISFACTION
THE COMMON MEASUREMENTS TOOL
Service Dimensions

Responsiveness

Reliability

Access & Facilities

Communications

Costs
THE COMMON MEASUREMENTS TOOL
How Does the CMT Work?

Offers a consistent measurement system

Offers comprehensive item bank for selection

Offers descriptive and Likert types of questions

Requires customization by organization

Allows addition of questions by organizations

Supported by a managers’ guide, a software
package, and a companion surveying guide
THE COMMON MEASUREMENTS TOOL
The CMT
• Go to tool
This graph
displays
satisfaction vs.
importance for
multiple service
issues
20 00-0 3-08
Cu sto mer Fe edb ack - C MT
22
To contact me:
PHONE: (250) 418-5054
Pacific Time
FAX: (250) 598-0167
EMAIL:
schmidt.faye@tbs-sct.gc.ca
Treasury Board of Canada
Secretariat
Secrétariat du Conseil du Trésor
du Canada