Measure and Benchmark

Excellent service delivery experience and improving satisfaction of those who use your government services makes good business sense.

Here’s why - it helps you to:

  • increase trust in your organization
  • find cost-saving measures by better utilizing all service channels
  • improve the channels citizens prefer, which will foster better engagement with your programs and services, and more
  • ensure that your target audience benefits from your programs and services
  • improve your clients’ overall service experience
  • improve internal operations

How do you make this happen?

Online access at your fingertips, to:

  • get analysis on what you’re doing well and areas needing improvement
  • understand client satisfaction on a wide variety of service delivery channels and elements
  • compare your survey results to those of your peers
  • learn about your performance
  • identify the key service satisfaction drivers and gaps

Measure - why it works

It is important to know the level of satisfaction citizens experience when accessing your programs and services. The Common Measurements Tool (CMT) offers a quick, easy-to-use and cost-effective solution that can track client experience over time, zero in on existing and emerging issues, and be used to suggest specific solutions. Its benefits include:

  • the most recent research findings, including the key drivers of client satisfaction identified through the Citizens First and Business First research
  • captures feedback on key dimensions of the client service experience in a multi-channel service delivery environment
  • public-sector decision-makers further understand client expectations, assess levels of satisfaction, and identify priorities for improvement
  • compares their results against peer organizations, identify best practices and share lessons learned via Citizen First Analytics, our data benchmarking service

Benchmark - why it works

Conduct survey research and in-depth analysis of the results will help you to:

  • measure the performance of your public sector organization and programs and compare it with that of others through benchmarking
  • assess your progress and identify priorities for further improvement
  • identify and implement good practices
  • understand client expectations
  • discover performance improvements