Common Measurements Tool

Client Satisfaction Surveying: Common Measurements Tool

Faye Schmidt, Ph.D., with Teresa Strickland

CITIZEN-CENTRED SERVICE NETWORK CANADIAN CENTRE FOR MANAGEMENT DEVELOPMENT

December 1998

For more information, please contact the Strategic Research and Planning Group of the Canadian Centre for Management Development Telephone: (613) 996-3955 Fax: (613) 995-0286

The opinions expressed are those of the authors and do not necessarily reflect the views of the Canadian Centre for Management Development

Canadian Cataloguing in Publication Data Schmidt, Faye Nella, 1957– Client satisfaction surveying. Common measurements tool Issued also in French under title : Sondages sur la satisfaction des clients. Outil de mesures communes. Includes bibliographical references. ISBN 0-662-27473-3 Cat. No. SC94-68/1998E 1. Civil service – Customer services – Canada. 2. Administrative agencies – Customer services – Canada. 3. Consumer satisfaction – Canada – Evaluation. I. Strickland, Teresa. II. Canadian Centre for Management Development. III. Citizen-centred Service Network (Canada) IV. Title. JL111.C87S35 1998 352.7’48’0971 C99-980035-3

© Canadian Centre for Management Development 1998

Acknowledgments

This project has been a joint effort involving many public servants across Canada. We would like to gratefully acknowledge contributions made by the following organizations and individuals in support of this work. The National Citizen-Centred Service Network provided the foundation with which this work was initiated, and offered ongoing support to this project. The Canadian Centre for Management Development (CCMD) has been the central supportive body for this work, providing leadership, advice and funding. We are especially indebted to Ralph Heintzman, now of the Treasury Board Secretariat, and Samuel Wex, Assistant Deputy Minister, Strategic Research and Planning, for their leadership and support of this project. We also wish to express immeasurable gratitude...