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Independent research underpinned SCIRT's communications programme, providing insights into the public's perception of its work and identifying areas for improvement. The research was used to measure and drive performance against ambitious targets for SCIRT's Customer Satisfaction Key Performance Indicators (KPIs). On average, SCIRT achieved satisfaction scores of 80 per cent, the highest of any rebuild organisation.

In November 2011, SCIRT established a research programme that would be used for the next five years to measure and guide its performance in the eyes of the community.