The South Australian Government has purchased a licence to use the Canadian Common Measurement Tool (CMT) to measure customer satisfaction.  The tool is made up of eight core questions that measure the key drivers of customer satisfaction.  There is also a set of additional questions that can be used to further understand the drivers of satisfaction.  

At a minimum, agencies are encouraged to assess customer satisfaction against the eight core questions.  Agencies are can also use any of the additional CMT questions. 

The CMT Question Bank can be found at www.iccs-isac.org/eng/RequestCMT.htm

Please note only South Australian Public Sector staff can access the CMT Question Bank for use in the public sector.  In order to access the questions, you will be required to provide some user information to the website. 

Most importantly, when filling in the section that asks for your ‘organisation name’, you should state The South Australian Public Sector followed by your agency name.  The questions will then be forwarded to you by e-mail.

For more information about the eight core questions and the use of the CMT please refer to the Customer Service Good  Practice Guide [PDF 586 KB].