About Service Quality Benchmarking
International Service Quality Benchmarking is achieved through the use of the Common Measurement Tool (CMT). CMT was first released in 1998 as an easy-to-use client satisfaction survey instrument that would facilitate benchmarking across jurisdictions. Using the CMT, public-sector managers are able to understand client expectations, assess levels of satisfaction, and identify priorities for improvement. By using the questions set out in the CMT, jurisdictions can also compare their results against peer organisations, identifying best practices and sharing lessons learned.
Using CMT, managers are able to construct a client satisfaction survey by selecting the questions that meet the needs of their organisation. CMT assists in this process by identifying a set of "core" questions that measure the key drivers of satisfaction - those elements or attributes of the service experience which, when present, ensure high levels of satisfaction.
The Institute for Citizen-Centered Service (ICCS) serves as the custodian of CMT. The ICCS also maintains a CMT benchmarking database that enables organizations to compare anonymously their results with those of peer organizations. Ethos is a partner of ICCS and is the only licensed company in the United Arab Emirates that can develop CMT reports (or international service quality benchmarking reports).
"Excellent training, customised to our needs, conducted by highly qualified professional Service Quality Consultants, great learning environment, attention to detail, measuring outcomes & proactive follow up is the journey drawn by Ethos Consultancy to Service Excellence. This is one of the enablers behind our success within the annual Bank Benchmarking Study" Leslie Fernandes, Assistant VP of Service Quality, FGB