What would be a sensible target to set for improvement?
Organisations need a target to aim for, however it is important not to aim too high in terms of satisfaction improvement, as it tends to be a slow process. The higher satisfaction levels are in the first place the harder they are to improve. For example, it is very difficult to make significant improvements on a Satisfaction Index that is already above 90%. By contrast, a Satisfaction Index below 60% suggests a level of performance that could and should be improved substantially, perhaps by 5% in the first year. An average Satisfaction Index of 75-80% can realistically be improved by 1% to 1.5% per annum.
