Continuous Improvement & Benchmarking

Survey the Customer Design Worksheet
Service:

1. Purpose of the survey

2. Baseline Data Number of customers served p.a., number of service points, service frequency, number of transactions p.a., number of staff.

3. Corporate goals for customer service (relating to this service)

4. Service outputs
(what the customers receive)

5. Service standards (current agreed standards or targets
for delivery of the service - quality, timeliness, completeness, accuracy).

124023865.doc

Created: 21-Dec-04

Revised: 14-Mar-05

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6. Customers Describe customers:
any specific groups with identifiable needs, expectations or opinions which differ from other groups?

7. Key Performance Indicators
relating to this service and which may impact customer satisfaction

8. Points of Contact
points at which the customer experiences the service (“moments of truth”)

124023865.doc

Created: 21-Dec-04

Revised: 14-Mar-05

© 2004 ADB Institute

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9. Key Customer Requirements Evaluate what is most important for the customer - at each point of contact. Consider: Reliability Consistency Empathy Responsiveness Assurance Availability Timeliness Completeness Accuracy

124023865.doc

Created: 21-Dec-04

Revised: 14-Mar-05

© 2004 ADB Institute

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10.

Draft Questions • concise

unambiguous contain only one idea each no double negatives include an overall satisfaction assessment

124023865.doc

Created: 21-Dec-04

Revised: 14-Mar-05

© 2004 ADB Institute

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11.

Open Questions

12.

Introductory notes

13. Information required for identification of customer groupings

124023865.doc

Created: 21-Dec-04

Revised: 14-Mar-05

© 2004 ADB Institute

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Sample survey Building permits
Strongly Staff were available when needed. Staff were quick to respond when I asked for assistance. Staff were courteous. Staff were helpful. Telephone queries were dealt with promptly. Information in letters from the Council was easy to understand. Neither Very Dissatisfied Overall, how satisfied were you with the service provided? For your most recent application, how long after submitting your application did you expect Council to make a decision? 1 Dissatisfied 2 Satisfied nor Dissatisfied 3 Satisfied 4 Very Satisfied 5 1 1 1 1 1 2 2 2 2 2 2 3 3 3 3 3 3 4 4 4 4 4 4 5 5 5 5 5 5 1 2 Neither Agree Agree 4 3 Strongly Agree 5 Disagree Disagree nor Disagree

Letters from the Council were received promptly. 1

t Less than 2 weeks t More than 8 weeks

t 2-4 weeks tNot sure

t 4-8 weeks

How long after submitting your application did it actually take for your application to be decided?

t Less than 2 weeks t More than 8 weeks

t 2-4 weeks tNot sure

t 4-8 weeks

Neither Very Satisfied nor Dissatisfied Dissatisfied Dissatisfied How satisfied were you with 1 2 3 the length of time taken?
124023865.doc Created: 21-Dec-04 Revised: 14-Mar-05

Satisfied 4

Very Satisfied 5

© 2004 ADB Institute

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Created: 21-Dec-04

Revised: 14-Mar-05

© 2004 ADB Institute

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Disclaimer: The views expressed in this Toolkit are the views of the authors and do not necessarily reflect the views or policies of the Asian Development Bank (ADB) or Asian Development Bank Institute (ADBI), or their Board of Directors, or the governments they represent. ADB and ADBI do not guarantee the accuracy of the data included in this CD-ROM and accepts no responsibility for any consequences of their use. Terminology used may not necessarily be consistent with ADB official terms.

124023865.doc

Created: 21-Dec-04

Revised: 14-Mar-05

© 2004 ADB Institute

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