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Kiwis Count 2007

Kiwis Count is a comprehensive survey that measures the service quality and satisfaction levels of Kiwis in Canada and globally. The survey utilizes a scale converted from 1-5 to 0-100, capturing drivers of satisfaction and trust in public and private sector services. The results inform the development of Kiwis Count service quality score and provide valuable insights for service improvement.

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Kiwis Count 2007

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  1. Kiwis Count 2007

  2. Canada world leaders

  3. Development of Kiwis Count

  4. Service quality score E Mean service quality score for all services used last 12 months. Scale converted from 1-5 to 0-100.

  5. Drivers of satisfaction with service quality E • The service experience met your expectations • Staff were competent • Staff kept their promises – that is, they did what they said they would do • You were treated fairly • You feel your individual circumstances were taken into account • It’s an example of good value for tax dollars spent

  6. Not all drivers are equal E Base: Respondents asked about their most recent service experience where personally & directly involved (n=1,123)

  7. Performance on drivers E Most recent service experience. Scale Strongly disagree = 1, Strongly agree = 5. Total agree = 4+5, Neutral = 3, Total disagree = 1+2

  8. Satisfaction – most recent service experience E Most recent service experience. Scale 1-5, Very dissatisfied = 1, Very satisfied = 5. Total satisfied = 4+5

  9. Expectations - Public vs. Private sector P

  10. Satisfaction with non-government services E Any service used last 12 months. Scale 1-5, Very poor = 1, Very good = 5. Total good = 4+5, Neutral = 3, Total poor = 1+2

  11. Drivers of Trust in public services P Thinking about all the different kinds of public services (i.e. perceptions) • You have confidence that public servants do a good job • The public service provides services that meet your needs • Public servants treat people fairly • The public service keeps its promises – that is, it does what it says it will do • The public service admits responsibility when it makes mistakes

  12. Drivers of Trust not all equal P Base: All respondents (n=1,222)

  13. Performance on drivers of trust P Overall perception. Scale Strongly disagree = 1, Strongly agree = 5. Total agree = 4+5, Neutral = 3, Total disagree = 1+2

  14. Trust in public services P Do not trust them at all Trust them completely

  15. Trust in most recent service E Strongly disagree Strongly agree

  16. Service quality rating for all services used last 12 months E All services used last 12 months. Service quality score = 4+5. Scale 1-5, Very poor = 1, Very good = 5.

  17. Performance on drivers of satisfaction for Māori E Most recent service experience. Scale Strongly disagree = 1, Strongly agree = 5. Total agree = 4+5, Neutral = 3, Total disagree = 1+2

  18. Kiwis Count resources • Summary booklet • Full report (on website) • Fact sheets • Communities of practice • Telephone service delivery • Online service delivery • Common Measurements Tool (CMT)

  19. Common Measurements Tool • Measures drivers of satisfaction • Adapted for NZ • Piloted by Police • Benchmarking • Available April 2008

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