CIPFA - The Chartered Institute of Public Finance and Accountancy
CIPFA - The Chartered Institute of Public Finance and Accountancy

Session write-ups, slides and other outputs from September 2008 workshops on 'Improving Customer Satisfaction'

Tuesday, October 21, 2008
Session write-ups, slides and other outputs from September 2008 workshops on 'Improving Customer Satisfaction'

These slides, together with the workshop write-up and other outputs, focus on how to measure and improve customer and citizen satisfaction with public services. The event looked at the ideas and tools that could be used to collect, understand and use the results of intelligence on customer perceptions, in order to focus improvement efforts and track progress.

Powerpoint Document Simon Speller (Stevenage BC and Middlesex University): 'Improving Customer Satisfaction: Matching Perception and Reality?'
Acrobat Document Write-up of sessions, tips, hints and worksheets
Audit Scotland paper: Can't Get No Satisfaction - Using a gap approach to measure service quality
Audit Scotland paper: Improving customer service through better customer contact
Website for the Government's Customer Service Excellence standard

Content Information

Categories: Delegate Packs

Sub Categories: 2008

Government Criteria: Central Government, Fire & Police, Health, Local Government, Local Government Bodies & Societies

Geographic Criteria: England, Northern Ireland, Scotland, Wales

Added By: (9/19/2008 4:03:00 PM)

Updated By: (10/21/2008 10:04:00 AM)