The CMT Question Bank contains a set of Core Questions based on the key drivers of satisfaction identified through Citizens First and Business First research. Examples of drivers reflected in these questions include accessibility, staff performance, and timeliness.
In addition to the Core Questions, the Question Bank also contains more than 250 supplemental questions in various formats that can be used to create customized surveys.
The Question Bank contains two parallel versions of the CMT, one for administration in textual formats (such as internet or pencil-and-paper), and one for telephone administration.
All questions are coded according to the applicable service delivery channels (phone, in-person, web, mail, or email).