It is important to know the level of satisfaction citizens experience when accessing your programs and services. The CMT offers a quick, easy-to-use and cost-effective solution that can track client experience over time, zero in on existing and emerging issues, and be used to suggest specific solutions. Its benefits include:
- It is using the most recent research findings, including the key drivers of client satisfaction identified through the Citizens First and Business First research
- It offers a highly reliable way to capture feedback on key dimensions of the client service experience in a multi-channel service delivery environment
- It allows the public-sector decision-makers to understand client expectations, assess levels of satisfaction, and identify priorities for improvement
- It was first developed more than 20 years ago and has been validated and improved over the years through use across the Canadian Public Sector and internationally.
