The profile factors are also helpful in selecting benchmarking partners. Since each service is different, a set of profile information was created for each service area. To see examples of profile information, please refer to the profile matrix. Step 5 Determine which measures should be collected through an outside source to insure integrity. Standardized Quality Measures Quality measures by nature can be subjective because they gauge how well an organization met the expectations of its customers.
Most systems rely on customer complaints to evaluate quality.
In order to get a more balanced response, the Steering Committee agreed to contract with the Institute of Public Affairs' Survey Research Lab to develop and conduct a customer satisfaction survey . The Research Lab staff met with the service committees and helped develop measures that would effectively monitor how citizens felt about the three service areas as well as their city overall. Cities were also given the opportunity to purchase additional questions that could provide feedback on unique issues facing the city. Professionally trained interviewers randomly called 200 citizens in each participating city. Once the information was collected, the Steering Committee decided to develop rating categories for each question so that municipalities could rank their results against each other, but also against their past performance.