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Proactive disclosure Print version   | |  Guidelines for Client Satisfaction Measurement Activity 7. Examples of Best Practices Within ESS
A considerable amount of on-going client satisfaction measurement takes place across ESS. Based largely on a recent review of such activity, the following initiatives contain best practices which may serve as examples for you or your colleagues who may be in the process of planning CSM activities. 1. Data Dissemination Division (former Geoscience Information Division [GID]) Client Survey, July, 1997 As part of a project called Strategic Directions, the purpose of the initiative was to decide how GID would structure the delivery of its services in order to provide high value-added to both internal and external clients. The client survey was used to obtain feedback related to each of GID's four sections. The approach involved self-administered questionnaires and telephone interviews to obtain quantitative (statistical) measures of key aspects of service performance and satisfaction. An outside consulting firm was contracted to conduct the survey. Contact: Rosemary Swan, Information Services (613) 995-4180 2. Polar Continental Shelf Project Client Survey, October, 1996 PCSP sought feedback from the heads of 150 scientific field parties regarding satisfaction with key aspects of their experience including planning, communication, operations, equipment, accommodation, and overall service in general. A mail questionnaire was designed and distributed along with a cover letter and a report of findings produced. Results were shared with PCSP's advisory board, management, and staff. Contact: Bonni Hrycyk, Director, Polar Continental Shelf Project (tel.: 613-947-1601) 3. Geological Survey of Canada, Client Satisfaction Survey, 1996 The GSC Vancouver sales office attaches a brief postcard questionnaire to each item sold. Responses were collected over a period of six months, results were analysed and a summary report prepared. Traffic flow in the office has steadily improved and the product line has been expanded as a result of the feedback received. Contact: Louise Fox, GSC Pacific (tel.: 604-666-6296). 4. International Division (former Business Development Office), Service Quality Survey, February, 1997 With assistance from external consultants, a fax survey was conducted by Business Development to obtain client feedback on various aspects of service across ESS. This survey is notable because it examined the "gaps" between importance of a service attribute and the level of satisfaction for that attribute. A written report was prepared and presentations were made to the management team. Contact: Patrick Lloyd, Business Development (tel.: 613- 996-9559). 5. Mapping Services Branch, Client Requirements Analysis, 1995 This was a major survey of topographic map users conducted at arms length by a private consulting firm - it included 32 in-depth interviews, a mail-out survey to 900 institutional users, a telephone survey of 419 outdoor enthusiasts, as well as three focus groups (Toronto, Calgary, Ottawa). Based on the results, a detailed marketing plan was prepared. Contact: Roger Marleau, Mapping Services Branch (tel.: 613-992-0334).
6. Geodetic Survey Division, Client Survey, 1996 GSD's Information Services carried out a small, formal telephone survey of subscribers to the "Canadian Geodetic Bulletin Board Service". The cost of the survey was minimal and the approach (by telephone) allowed for direct personal feedback from the client. The results proved valuable in the subsequent improvement of specific products/services. Contact: Paul Godin, Geodetic Survey Division (tel.: 613-995-4421). 7. Canada Centre for Remote Sensing, GeoAccess Division, National Atlas Teacher Advisory Group, 1994 (ongoing) In 1994, in cooperation with the Canadian Council for Geographic Education, the National Atlas of Canada formed a group of specialized clients - namely teachers - to provide feedback and advice from an educational perspective on various aspects of the Atlas (including the main atlas, Schoolnet and the Communities Atlas). This group meets once a year with the results of these meetings being incorporated into the development of Atlas content. Contact: Eric Kramers, GeoAccess Division, Canada Centre for Remote Sensing (tel.: 613-947-6267).
8. Centre for Topographic Information (Sherbrooke), Evaluation of the Quality of Client Satisfaction Measures, July, 1998 CTI has recently undertaken an evaluation of the quality of their client satisfaction measures in relation to their National Topographic Data Base (NTDB) products/services. Conducted with the assistance of outside consultants, the process involved a number of working group meetings across the country (Montreal, Ottawa, Calgary and Toronto) which included actual users of NTDB data. The valuable input from these clients has been outlined in a final report. Contact: Denis De Gagné, CTI Sherbrooke (tel: 819-564-4801)
With the advent of the Internet, electronic surveys
(Web and email-based) have taken off with ease of use being a major advantage
over other conventional formats. Web-based surveys are very fast, cost effective
(compared to telephone surveys), and have, generally speaking, higher response
rates (particularly email surveys). Electronic surveys are faster by allowing
for the ability to skip automatically to the next relevant question based
on the respondents previous answers - and responses can be validated upon
entry. Drawbacks include the obvious need to have web or email access and,
more importantly, anonymity. The ability to attain a sample that is representative
of the client population is also questionnable.
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