A guide to using the Common Measurements Tool - State Services ...

The Common Measurements Tool March 2010 State Services Commission
Example B: A Spoken Survey
A Telephone Survey
After a brief introduction stating the purpose of the survey and stressing confidentiality, the
questions begin.
1 Which of the following services/products have you received from [agency] in the past
year?
___________ 1. Name of service
___________ 2. Name of service
___________ 3. Name of service
___________ 4. Name of service
___________ 5. Name of service
2 Which service/product did you receive most recently?
___________ 1. Name of service
3 When did you last use this service?
___________ Within the past week
___________ Within the past month
___________ Within the past 3 months
___________ Within the past year
Thinking about the most recent service you received from [agency], I would like to read some
statements about the delivery of this service/product.
Please tell me the extent to which you agree with each statement, where 1 means
“Strongly disagree” and 5 means “Strongly agree”, if you dealt with more than one staff
member, please give a rating overall.
STATEMENT
A
Staff were competent
AGREEMENT
Strongly Strongly
disagree
agree
1 2 3 4 5 NA
IMPORTANCE
Not at all
Very
important important
1 2 3 4 5 NA
B
Staff did what they said they would do
1 2 3 4 5 NA
1 2 3 4 5 NA
C
I was treated fairly
1 2 3 4 5 NA
1 2 3 4 5 NA
D I feel my individual circumstances were taken
into account
E It’s an example of good value for tax dollars
spent
1 2 3 4 5 NA
1 2 3 4 5 NA
1 2 3 4 5 NA
1 2 3 4 5 NA
Now, tell me how important these aspects of service delivery were to you at the time,
where 1 means “Not at all important” and 5 means “Very important”.
12