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| Author: | Mori, T. B. |
| Title: | Researching customer service in the public sector |
| Journal: | Journal of the Market Research Society
1992 : JAN, VOL. 31:1, p.53-60 |
| Index terms: | PUBLIC SECTOR CUSTOMERS SERVICE PERFORMANCE MEASUREMENT CONSUMER DEMAND SURVEYS |
| Language: | eng |
| Abstract: | The Citizens' Charter requires, that the customers' views should be sought regularly and systematically and suggests consultation as one means of doing this. A second means is feedback from staff. Sometimes survey research is needed. Studies undertaken in two affluent, middle-class suburbs show that service delivery is not enough. The role of research of examining customer service is four-fold: to find out what the customer wants; to help set performance indicators; to monitor performance; to provide information that will help implement change. This is a continuous process in the public, as much as in the private sector. |
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