Service Manitoba -- Good People, Good Ideas

The Common Measurements Tool

Introduction | A Brief History of the CMT | How to Design a Survey

INTRODUCTION

The Common Measurements Tool (CMT) is an award-winning client satisfaction survey tool that has been created for public servants by public servants. The CMT is inexpensive, easy to use, effective, and will identify the following:

client satisfaction
client expectations
service gaps
priorities for improvement
client service standards

Using the electronic software package for the CMT, Service Manitoba staff will help you to:

custom-design your own survey
administer surveys over the Internet, over the telephone, or by mail
generate easy-to-read charts and reports

What does the CMT measure?

The CMT is intended to gather client feedback. Client satisfaction surveys are distinctly different from citizen surveys in that client surveys ask questions about the delivery of service at an operational level. The CMT assesses five service dimensions providing the user with useful information on variables such as:

Responsiveness

timely delivery of service
number of contacts needed to receive service
waiting time
timely reaction to expressed concerns
attributes of the service staff (ie. courteous, respectful, knowledgeable)

Reliability

the service needed was provided
what was promised was provided
policies and standards were followed
errors were detected and corrected

Access & Facilities

convenient location
comfort of offices and waiting areas
parking
hours of service
telephone access
variety of access modes

Communications

questions were answered
information was available
plain language

Cost

ease of billing / payment
reasonable cost

The creation of the Institute for Citizen-Centred Service offers organizations using the Common Measurements Tool the opportunity to benchmark their respective results with other organizations across North America.