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

Contents
Section One ............................................................................................................................. 1
Introduction .............................................................................................................................. 1
Understanding the Drivers of Satisfaction ........................................................................... 2
Section Two ............................................................................................................................. 4
Components of the CMT .......................................................................................................... 4
The Core Questions .............................................................................................................. 4
Telephone Service Delivery specific questions ................................................................... 5
Paired Response Scales ........................................................................................................ 5
Benchmarking internationally .............................................................................................. 6
Selecting other CMT Questions ........................................................................................... 6
Customising the CMT .......................................................................................................... 7
Demographic questions ........................................................................................................ 7
Text and spoken versions ..................................................................................................... 7
Benchmarking nationally ..................................................................................................... 8
Section Three .......................................................................................................................... 9
Example A: A Written Survey ................................................................................................. 9
Example B: A Spoken Survey ................................................................................................ 12
Section Four .......................................................................................................................... 14
Help available from the SSC .................................................................................................. 14