Benchmarking user satisfaction

It is essential to know what your users really think of their ICT service. For the past decade we have been running this service to help those that supply ICT services to understand users' views as a stepping stone to improving the contribution to organisational performance. This survey provides information for two of the Socitm Key Performance Indicators (KPIs) - customer satisfaction and training adequacy.

Summary

This service is an extremely popular part of the Insight annual programme. We use a survey specifically designed and tested for our subscribers, results are independently verified and analysed and there is a workshop presentation (at no further charge) that helps you understand your strengths and weaknesses alongside peers who have been measured by the same set of objective measures. Participants can learn from the experiences of others and identify positive steps for improving the ICT service to customers in ways that genuinely help them.

We have now analysed responses from more than 220,000 users in 650 public sector surveys. More than half the organisations that run the survey come back to repeat it, some on a regular basis, so if you were a participant in one of our early series but have not re-surveyed, why not return for another assessment and put yourselves in the position of being able to measure the changes in user perception over time?

Since the service started we have retained the overall shape and style of our questionnaire to allow backward comparisons. Collection of responses is usually via the internet (a paper-based service is available at extra cost). Results and analyses are provided in self-printable electronic format which makes cutting and pasting into local reports simple.

Prices are highly competitive, but the major strength of this survey is that it will help you understand how to continue to improve quality and achieve best value from your service.

In 2012 our programme has two series - just one remains available later in theyear (see details below) - but you can discuss any aspect of the service by contacting terry.madgwick@socitm.net (01483 855288).

Detailed description of the service

Find out what your users really think of their ICT service.

This benchmarking service includes:

• A tailor-made survey by internet-hosted (or conventional paper-based questionnaire).
• Detailed analysis by independent experts.
• A results workshop to compare strengths and weaknesses with peers.
• Extensive reporting to identify key actions to improve customer satisfaction vital for success with e-government.

Benchmarking activity to date

Annual summaries containing all the key messages are available in the subscriber-only area. Synopses are given in the public area.

In addition to the 250 participating organisations in this benchmarking service, a similar number of subscribers to Socitm Insight have also participated our Benchmarking the ICT service.

They all know how well they are performing. Now you have the opportunity to discover answers to a range of questions, or if you have been through the process before, to find out how far you are improving.

Why is benchmarking user satisfaction critical?

• Knowing what your users expect from, and really think, of the ICT service is a foundation for whatever approach to performance management you take.
• Knowing how well you perform compared with your peers and how you might learn from them is also a valuable source of information.

Building this knowledge together into your continuous improvement plans for service delivery is critical.

What is the service?

Using a survey designed and tested for the public sector, we offer you a wealth of analysis, advice and insight into this complex area, all for a highly competitive price that others will find impossible to match. An example of best value itself, this survey will help you understand how to improve quality and achieve best value from your service.

We have developed a comprehensive service, tailored for the public sector, that offers you:

• The use of highly recommended questions for measuring user satisfaction.
• The credibility from an independent verification and analysis by an experienced practitioner in this field.
• The opportunity at a workshop to understand strengths and weaknesses against peers based on the same set of objective measures.
• Written advice in the form of a summary report in the Socitm Insight style.

250 Socitm Insight subscribers have already participated, many of whom have gone on to repeat as often as annually - in total over 220,000 users have given their views.

Here are some of the participants' own comments, taken from recent workshop feedback forms:

• Sharing the experience of others has been important, getting key messages from the highest performers.
• I learned many key points that I can focus on to achieve improvements.
• Very satisfied - especially learning how others have developed their Help desks and how they structure service provision.
• I must act on the findings of this survey.
• This project has highlighted the importance of linking my authority's overall view of ICT with other elements such as training and development.

What are our responsibilities?

We promise to:

• Safeguard the confidentiality of individual participating organisations and their respondents.
• Provide you with a full briefing pack about the survey.
• Process the results from the questionnaires that are completed.
• Provide you with full analyses of the results at least one week before the workshop.
• Hold a workshop to discuss the lessons to be learnt and the management implications.
• Publish a Socitm Insight report summarising survey results and the key issues.

What are your responsibilities?

You undertake to:

• Nominate a survey co-ordinator who will be expected to play a pro-active role.
• Promote the survey within your organisation.
• Provide a list of service users by specified date.
• Using templates provided by us, encourage responses.
• Send out the invitations to complete the questionnaire to your service users.
• Secure sufficient respondents to the survey by specified date.
• Attend the final workshop (two persons allowed per organisation).

Notes:

• If you miss the deadline for the completion of the questionnaires, we may not be able to process the results.
• If you decide not to go ahead having authorised the order, there may be a cancellation charge of part or all of the fee.

Timetable for 2012

	Series 40	Series 41
Registration starts	Now closed	1 Aug
Earliest survey start		27 Aug
Registration closes		19 Oct
Survey close		16 Nov
Results issued		28 Nov
Workshop		4 Dec

What will it cost?

	£
Basic participation - assuming Insight subscriber (add £1,100 if not)	2,950
Basic participation (shire districts) - assuming Insight subscriber (add £1,000 if not)	1,750
Segmented analysis	1,050
Each additional organisation in a shared service	1,000

Are you interested?

Book here for Series 41.

Download this leaflet for further information - Benchmarking user satisfaction series 41 leaflet

Or get further information by contacting terry.madgwick@socitm.net (Tel 01483 855288).