ABSTRACT
Every contract needs to satisfy the customer. Both client and contractor take joint second place, to the customer. Indeed, both client and contractor need to satisfy the customer. There is no better way of evaluation than by a customer satisfaction survey. This chapter has shown how: • In a contract situation customer satisfaction takes on great importance. • In the free market ethos of CCT, market research becomes more
important as well. • There is also a need for authorities to measure how effective they are
being in implementing their social policies. • Any form of research needs to be valid and reliable. • Sampling has to be representative of the population being examined. • For example, the age, sex, and living location of the people being
studied, need to be accurately reflected in the sample. • Large samples are not needed. • The statistical methods employed can be undertaken on an average
desk top computer. • At Darlington, an assumption that ‘this is a deprived area, therefore
allocate resources was proved wrong. • A campaign towards personal characteristics is more likely to be
effective. • Proper representative surveys are good news for the contractor. • Mail shot costs can be dropped by 70%, yet still maintain high response. • Client and contractor can work together for the benefit of the customer. • One service, one aim-a better service.
