Magazine article Public Finance

Customer Index 'Not a Trojan Horse for Targets'

Magazine article Public Finance

Customer Index 'Not a Trojan Horse for Targets'

Article excerpt

A new tool to measure customer satisfaction across the public sector is not a way of introducing more target-setting by the back door, Cabinet Office minister John Hutton has promised.

In his first major speech in the role, Hutton said work was under way on the construction of a complex customer satisfaction index that would highlight strengths and weaknesses across the public sector.

But he dismissed concerns that the index would become yet another government tool for target-setting.

'It will principally be an assessment tool for providers. I don't want it to become a Trojan horse for more targets,' he told delegates at a seminar hosted by the Social Market Foundation on August 24.

Hutton said the creation of a usable model to measure customer satisfaction was a groundbreaking project.

'If we can succeed in constructing such a model, we could provide institutions with vital information to identify and prioritise the action they need to improve the quality of the service they provide,' he said. …

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