Satisfaction – Canadian style!

 Discovering two British Cabinet Office documents by chance when all the furore about National Indicator 14 (avoidable contact) was going on, I started to wonder why we weren’t paying further homage to activities in recent years in Canada. The structure over there is slightly different with federal and provincial governments but the Canadians have been at the forefront of e-government, from a customer perspective, for years.

So whilst we have two new documents:

How to measure customer satisfaction: A toolkit for improving the customer experience in public services

Promoting Customer Satisfaction: Guidance on improving the customer experience in Public Services

The Canadians produced:

Client Satisfaction Surveying: Common Measurements Tool

Client Satisfaction Surveying: A Managers Guide

In the late 1990’s and the Institute for Citizen-Centred Service (ICCS), which has taken over the Citizen-Centred Service Network from the Canadian Centre for Management Development  has a library of publications for download or purchase.  All the documents mentioned above are probably best sourced by ‘googling’ for them but in the case of the Canadian ones it is perhaps due to their age, the ICCS having a number of other documents available.

I must admit that Cabinet Office guidance does refer critically  to the Canadian CMT and states that Suffolk Customer Service Direct is using it, however in the model I am suggesting, granularity is kept to a minimum and equates to the CMT Outcome, since I am looking for a straightforward view across all channels. 

C’est la vie?

Advertisements

One Response to Satisfaction – Canadian style!

  1. Now I am having one of those deja vous moments again!

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: