To realise the potential of any research its findings need to be acted upon. Kiwis Count 2007 provided a detailed baseline for satisfaction and trust in public services in New Zealand. The survey showed public service agencies where they needed to improve. Understanding the Drivers has gone one step further and is intended to show managers how they can improve from their customer's point of view. SSC will repeat the Kiwis Count survey in September 2009.
Common Measurements Tool
Agencies can build on the results of the Kiwis Count 2007 survey and develop a better understanding of satisfaction with their own services by using the Common Measurements Tool. This provides a set of common questions for agencies to use for their own satisfaction surveys, consistent with the approach used for Kiwis Count. By using common questions, agencies will be able to benchmark their results with the Kiwis Count 2007 survey results, with other agencies and also internationally. This will provide a basis for designing service improvements that lift satisfaction ratings over time.
SSC wants agencies to use the Common Measurements Tool. For more information about the Common Measurements Tool visit:
Communities of Practice play a valuable role in bringing together State servants working in similar areas across different agencies to share expertise and practice and to work together on improving services. SSC supports several service delivery Communities of Practice:
For further information about the Contact Centre community of practice - aimed at Contact Centre managers and the managers they report to, email: