Dear All,
How can we set-up a measurable target for a new service?
Many thanks in advance

Dear All,
How can we set-up a measurable target for a new service?
Many thanks in advance

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Stijloor.

Dear All,
How can we set-up a measurable target for a new service?
Many thanks in advance

Start by defining what's expected from the service and then identify and examine the variables that will impede progress in achieving what's expected. When the variables have been identified, devise a plan for controlling them and implement the controls. Take action if the controls are inadequate or unexpected variables are encountered. After this has been done, you should know what should be reasonable expected and be able to evaluate (measure) progress.

PDCA.

Dear helpers,
Sorry for the lack of information and here is some extra information.
Actually, I would like to ask my external customers about their perception against the geographical location of the organization (ease of access). I’m going to use a five-point scale question, close-ended question, extremely satisfied to extremely unsatisfied.
I have been asked to set-up a target (numerical target) for the percent satisfied, therefore I was asking for your help.
I’m working for a public service organization.
Hope I was clear enough.

Dear helpers,
Sorry for the lack of information and here is some extra information.
Actually, I would like to ask my external customers about their perception against the geographical location of the organization (ease of access). I’m going to use a five-point scale question, close-ended question, extremely satisfied to extremely unsatisfied.
I have been asked to set-up a target (numerical target) for the percent satisfied, therefore I was asking for your help.
I’m working for a public service organization.
Hope I was clear enough.

See my previous post. You shouldn't set an arbitrary target. Do the survey, evaluate the results. If people aren't happy, find out why they're not happy and do something about it if you can. There are people who will always be happy and some who'll never be happy. You have to find the ones who have something useful to say.

I also agree with the folks here about not setting arbitrary targets. I'd run the survey and see what the results are. Then, based upon the survey and other marketing data (do you have good repeat business for example?) decide if the current level of agreement is sufficient, or if you need to strive to improve.

I do have some information at http://www.hanford.gov/rl/uploadfiles/VPP_AnaSurveyData.pdf that you may find useful for analyzing 5 factor surveys.

The hard part is not the analyzing the data, but generating correctly designed questions. The wrong questions will lead you to the wrong conclusion, nullifying the whole survey. Make sure each question only asks one very specific point. Make sure your questions provide every point that is meaningful to the survey taker, or it will frustrate them. For example, you might ask about sufficient parking, but their beef might be not enough entrances or exits to the parking lot, too narrow spaces, too far away from the door, etc. Your questions are the heart of the survey. Often people will test their survey questions prior to turning it loose on the public.

Jim is correct when he says "There are people who will always be happy and some who'll never be happy. You have to find the ones who have something useful to say." You may want to add a comments section to capture any variables that you might not have thought of. If the survey is wide enough, and given in a manner that gives them the time to respond to comments, it may give you more important information.