Why use the Common Measurement Tool core questions?
The real value of the CMT lies in agencies taking action on the results to improve services. The CMT is a tool to help agencies achieve something. Understanding what customers’ particular drivers are, which driver performed best, which was worst, and which priority for improvement is most important from the customers’ perspective, are all issues that agencies will want to consider. Since the core questions are directly related to the drivers of satisfaction, the entire core question set must be used in department’s surveys. The questions and rating scales cannot be modified as they are necessary for benchmarking with other agencies.
