Customer Satisfaction - Framework
Customer Satisfaction
IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE NEIGHBORHOODS
Customer Satisfaction
Customer Satisfaction
IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE NEIGHBORHOODS
February 2007
TABLE OF CONTENTS
I. Introduction ................................................................................................................... 7 II. What will a Customer Satisfaction Framework Offer ........................... 9
A. A Hypothetical Example — Application to Public Human Services ......................... 9 B.
A Hypothetical Example of an Engaged and Informed Resident Consumer Strategy ............................................................................................... 11
C. Potential Results ................................................................................................... 12
III. Building on Principles and Strategies from the Business World .............................................................................................. 13
A. Why Customer Satisfaction is Important in the Business World ........................... 13 B.
Major Customer Service Themes from the Business Sector ................................ 14
C. Applying Business Principles and Strategies to the Public and
Nonprofit Sector: Potential Opportunities and Challenges ................................... 14
D. Applying Business Principles and Strategies to Vulnerable Neighborhoods:
Potential Opportunities and Challenges ............................................................... 17
IV. Proposed Framework for Improving the Quality of Goods and Services ........................................................................................ 20
A. Overview ............................................................................................................... 20 B.
Framework Components
IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE NEIGHBORHOODS
Customer Satisfaction
Customer Satisfaction
IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE NEIGHBORHOODS
February 2007
TABLE OF CONTENTS
I. Introduction ................................................................................................................... 7 II. What will a Customer Satisfaction Framework Offer ........................... 9
A. A Hypothetical Example — Application to Public Human Services ......................... 9 B.
A Hypothetical Example of an Engaged and Informed Resident Consumer Strategy ............................................................................................... 11
C. Potential Results ................................................................................................... 12
III. Building on Principles and Strategies from the Business World .............................................................................................. 13
A. Why Customer Satisfaction is Important in the Business World ........................... 13 B.
Major Customer Service Themes from the Business Sector ................................ 14
C. Applying Business Principles and Strategies to the Public and
Nonprofit Sector: Potential Opportunities and Challenges ................................... 14
D. Applying Business Principles and Strategies to Vulnerable Neighborhoods:
Potential Opportunities and Challenges ............................................................... 17
IV. Proposed Framework for Improving the Quality of Goods and Services ........................................................................................ 20
A. Overview ............................................................................................................... 20 B.
Framework Components
Links: in a Public Sector Service Value Chain,” Canadian Government Executive (June/July 2006), http://www.hrmaagrh.gc.ca/veo-bve/publications/atricle_e.asp. F. John Reh, “Guaranteed Customer Satisfaction?,” http://management.about.com/od/ businessstrategy/a/guaranteedCS05.htm Osborne and Plastrik, Banishing Bureaucracy, 161, 170, 177. Caplovitz, D. (1967) The Poor Pay More, Colleir-MacMillan Limited. London The Brookings Institution – Metropolitan Policy Program – The Price is Wrong: Getting the Market Right for Working Families in Philadelphia. Ibid., 178. Lisa Robinson, Market Creek Plaza: Toward Resident Ownership of Neighborhood Change – A PolicyLink Case Study, 2005, The Annie E. Casey Foundation, Tapping the Power of Social Networks, Understanding the Role of Social Networks in Strengthening Families and Transforming Communities. Number One, 2006. Osborne, David; and Peter Plastrik, The Reinventor’s Fieldbook: Tools for Transforming Your Government, John Wiley and Sons, January 2001. Ibid. 35 1575 Eye Street, NW Suite 500 Washington, DC 20005 Tel 202.371.1565 Fax 202.371.1472 www.cssp.org