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: [phone]
Fax: [phone]

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

References: British Columbia. Service Quality BC Secretariat, Greg Conner. Listening to Customers – Managing the Process: Workshop Design, Delivery and Evaluation (Victoria: 1992). British Columbia. Service Quality Secretariat, Marson, Brian and Joan Barton. Service Quality: An Introduction (Victoria: 1991). Canada, Treasury Board of Canada Secretariat, Quality Services Guide xii: Who is the Client –A Discussion Paper (Ottawa: June 1996). Deakin, Nicholas and Anthony Wright. Consuming Public Services, (London: Routledge, 1990). Dutka, Alan. AMA Handbook for Customer Satisfaction. (Illinois: NTC Publishing Group, 1994). May, 1998 Fornell, Claes, Michael D Miller, Thomas I. and Michelle A. Miller, Citizen Surveys: How to Do Them, How to Use Them, What They Mean, (Washington; International City/County Management Association, 1991). Payne, S.L. The Art of Asking Questions. (Princeton: Princeton University Press, 1951), quoted in Peter H Academic Press, 1983). Rossi, Peter H., James D. Wright and Andy B. Anderson. Handbook of Survey Research. (New York: Academic Press, 1983). United Kingdom, Citizens Charter, Service for the Citizen: The Agenda for Improvement, Report of the London Conference, (London: 1994). United States. American Customer Satisfaction Index: The National Measure of Quality, National Quality Research Institute, University of Michigan, School of Business Administration, 1994. Webster’s New World Dictionary, (New York: William Collins Publishers, Inc., 1979). Zeithaml, Valarie., A. Parasuraman, and Leonard Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations. (New York: Free Press, 1990).