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Yes No Step 1 Determine who the clients are Have the clients of the program been identified? ___ ___ Do these include both direct and indirect clients? ___ ___ Have clients been identified for each of the organization's products and services? ___ ___ Step 2 Determine objectives and information needs Have you determined why you want to measure client satisfaction? ___ ___ Are your objectives for measuring client satisfaction clear and has everyone involved agreed to them? ___ ___ Do they relate to the broader objectives of your program? ___ ___ Do you know how you will use client satisfaction findings? ___ ___ Have you determined what type of information you will need to achieve your objectives? ___ ___ Have you determined what you want to know about your clients' expectations? ___ ___ Have you determined what you want to know about the quality of your services? ___ ___ Have you determined what you want to learn from different ___ ___ client groups? Step 3 Develop a measurement strategy Do you know how frequently you want to measure client ___ ___ satisfaction? Do you have means in place to measure client satisfaction: · on an ongoing basis? ___ ___ · periodically? ___ ___ Have you selected the most appropriate methodologies for assessing client satisfaction in terms of: · the intended use of the results? ___ ___ · the importance of your program and services? ___ ___ · the budget available? ___ ___ Do you have different and complementary measurement ___ ___ instruments? Is a plan in place to make use of the results of your assessment of client satisfaction? ___ ___
Step 4 Gather, analyse and report information Does your approach to data collection ensure objectivity? ___ ___ Have you considered the input of performance measurement ___ ___ specialists? Are you following the approval process for public opinion ___ ___ research? Have you gathered information on all selected service ___ ___ indicators? Have you gathered information from both direct and indirect ___ ___ clients? Does satisfaction vary: · among client groups? ___ ___ · among regions? ___ ___ · over time? ___ ___ Are clients' expectations realistic given their needs? ___ ___ Are clients' expectations realistic given the organization's ability to meet those expectations? ___ ___ Do your service standards relate to clients' expectations? ___ ___ Are the clients' expectations consistent across and within ___ ___ client groups? Has the cause of the major gaps between expectations and actual quality of service been established? ___ ___ Step 5 Use and communicate client satisfaction information Have the results of the research been shared with: · your supervisors? ___ ___ · staff? ___ ___ · clients? ___ ___ Are you using the information developed? ___ ___ Have strategies been identified to close the gaps between expectations and the quality of service provided? ___ ___ Have front-line managers and staff been involved in devising program adjustments? ___ ___ Do you have clear standards for the level and quality of ___ ___ service? Is your staff involved in the development of service ___ ___ standards? Are your standards challenging and realistic? ___ ___ Does your departmental senior management feel comfortable with your standards? ___ ___ Are clients aware of your standards? ___ ___ Do you have monitoring procedures to assess performance against the service standards? ___ ___ Step 6 Review your measurement practices Are your practices cost effective? ___ ___ Has the program environment changed? ___ ___ Is it necessary to refine service standards? ___ ___ Step 7 Repeat the process Does your measurement process allow for change (do you periodically assess the need to restart the process at any ___ ___ step)?
NOTE: Not all of the above questions will apply to every client satisfaction measurement exercise. Therefore, there may be times when you can't answer some of these questions.
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