This Research Program tests the understanding that employees have regarding their client's expectations, and examines the service practices - Commitment, Standards, Quality, Staffing & Autonomy - that support service delivery.

Research Overview

Participating Organisations: 288
Participant Respondents: 88,240
Start Date: 1st February 1993

Significant Research Program Measure(s)

Measure:
Respondents:
Agree:
Middle:
Disagree:
Perceived Client Satisfaction Levels
24,038
60%
31%
9%
Service Practices - Commitment, Standards, Quality, Staffing & Autonomy
 79,479 42% 43% 15%
Internal Service Satisfaction Levels
 5,338 53% 34% 13%