Introduction 5 Background Information 5 Preliminary Findings 7


Testing Customers' Satisfaction

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13 Testing Customers' Satisfaction




Member State

A

B

Austria

In 2004, a comprehensive customer satisfaction survey has been executed.




Belgium

NISO IZPOLNILI




Bulgaria

Yes, since 2002

In 2002, 2004, 2005 and 2006 surveys were conducted over the whole country (centralised). Each administrations conducts such surveys (more specific) itself. It is obligatory since the end of 2006.

Cyprus

Yes, since the establishment of one-stop-shops in 2005.

Surveys are carried out to measure the level of satisfaction of the public in relation to the services provided at the one-stop-shops.

Czech Republic

Yes, since 2004

Only in the framework of the projects on CAF/EFQM implementation.

Denmark

Yes, since 2000

2000: Citizens satisfaction

2003: Customers satisfaction (local level)

2003: Customers satisfaction (cooperation between state and local level)


Local Government Denmark (LGDK/KL) has made a guide to how the municipals can conduct customer satisfaction tests. The guide is called the KL-compass and treats a number of questions related to customer satisfaction tests, such as: which areas should be measured, what are the analysis options, how big are the expenses, and how can the survey carried out? Link: http://www.kl.dk/ncms.aspx?id=454adc0c-0ea6-4c9b-b1d5-3240e21c8dd8.
Future:

In 2009 a pilot project will be launched with customer satisfaction tests in the elderly -, children - and handicap areas. The goal of these tests is to point out institutions that are doing particularly well, so that other institutions can learn from them. Link: http://www.fm.dk/db/filarkiv/19711/aftaler_om_finansloven_for_2008_web.pdf



Estonia

Not in use

Not centrally co-ordinated, however quite many of the state agencies conduct some kind of surveys about their customers satisfaction. Every ministry and stage agency can decide whether it gathers this information.

Finland

Yes

The case here is similar than in other issues and it is up to the organisations themselves and there is no centralised data gathered on what methods the organisations use.

France

Yes, since 2003

Customers’ opinion on State services is measured twice a year by an independent organisation: “l’Institut Paul Delouvrier”.

Mobilize the civil society to modernize the State sector in France is the vocation of the “Institut Paul Delouvrier”. In this spirit, the Institute has broken new ground in France with the inception of a semi-annual barometer measuring the performance of state services as perceived by citizens.

A three step approach is followed:

1 – Study and measure the satisfaction and expectations of users/customers

Method of polls

Analysis of results

2 – Make the barometer known

Accountability, transparency (management and evaluation tool)

Stimulate state action thanks to public awareness

3 – State policy implementation

Transmit conclusions to the administrative bodies concerned

Refine the analysis with those bodies and identify precise policy measures

The “Institut Paul Delouvrier” is an autonomous organisation free from any political link. It gathers competence of people experienced in public and corporate management.
More : http://www.delouvrier.org


Germany

Since the beginning of the 90ies.

Since the beginning of the 90ies especially in the areas, which have the direct contact with the customers and citizens, the local area, e.g. in the fields of health, employment agencies and integration and the offices of some municipalities.

Greece

Not in use




Hungary

Yes, since 1990s

With the help of “public administration barometer”, the government has tested the customer’s satisfaction in 2005-06 centrally.

Link: http://www.meh.hu/szolgaltatasok/kozigfejl/kozig20060510.html

Both the government and single public administration agencies attach importance to testing customer satisfaction. Several public administration agencies apply different customer satisfaction surveys on a voluntary basis.

All of the public administration agencies with developed quality management culture apply this tool. The continuous monitoring of customer satisfaction – supported with benchmark data- is one of the fundamental conditions to gain the Hungarian Public Administration Award.


Ireland




Comprehensive surveys of Civil Service customers are undertaken by the Department of the Taoiseach on an annual basis.
In addition, all Public Service organisations are actively encouraged to undertaken regular surveys (as part of the Customer Charter process) and other satisfaction measurement / assessment techniques such as mystery shopping, focus groups, feedback processes, etc.

Italy

Yes, since 2003

In 2003 the Department of Public Administration issued a Customer Satisfaction Handbook (http://www.cantieripa.it/allegati/Customer.pdf ) and in 2004 the approach reported in this handbook was implemented in 100 Public Administrations. The results have been illustrated in a report (http://www.cantieripa.it/allegati/Amministrazioni_in_ascolto.pdf) and a website was created showing the main steps of the survey (http://www.cantieripa.it/inside.asp-id=1916.htm).
The National Plan 2007-2010 will define a model to carry out an on line Customer Satisfaction for services.

The Department of Public administration has also carried out a general survey on the citizen’s perception on public administration.



Latvia

Yes

Customer satisfaction measurement is a rather widely used method, however the scope, methods, quality and resources for that differ. Typical examples are different Agencies, that provide services to citizens. The surveys are conducted by institutions themselves or by allocating private partners depending on the financial aspects.


Lithuania

Yes, since 2005

Every year since 2005 costumers’ satisfaction is being tested by making a survey. Individuals have to complete questionnaire. The questionnaire helps to find out which institutions people are approaching mostly, which institutions they trust most and which they do not trust, how the performance of civil servants’ is changing.
Last survey was made in 2007. It indicated that half of the respondents trust in state and municipal institutions. The most reliable institutions are: President (54%), municipal wards (52%) and municipal institutions (44%). The most unreliable institution is Parliament (38%). 48% of the respondents think that performance of civil servants is not changing at all.
Furthermore in Lithuania in 2007 was made a survey about online public services. Mostly perfectly evaluated public services by individuals are: ordering work permits for foreigners to work in Lithuania (applicable for employers); registration and submission/receiving of information on residence permit in Lithuania (applicable for foreigners); applications for university studies; declaration of taxes or property; changing/issuing driving licenses (submission of information); issuing birth, death, marriage certificates.

Luxembourg

Yes, since 2007

Current General Opinion Poll

User satisfaction Measurement guidelines developed by CAF program.

Malta

yes

Customer satisfaction is measured through customer surveys and analysis of complaints and suggestions submitted to the Public Service.


The Netherlands

Yes

Organisations within the government are free to choose if and how they measure customer satisfaction with the services rendered. We know that almost all organisations test the satisfactions of their citizens somehow or other.

Municipalities make use of a tool developed by the Ministry of the Interior: the InternetSpiegel (translation: the Internet Mirror). This is an online tool for, among other things, the measuring of customer satisfaction. The organisation does not only get an insight in their own results, but also in how their results compare with other, similar organisations. In other words: customer satisfaction and a benchmark in one.


The VNG and the Manifestgroup also offer products that relate to customer satisfaction.
The Manifestgroup Innovation in Implementing consist of 10 implementing organisations, such as CWI, UWV, Tax authorities, etc. Their goal is better public service for citizens, a more effective implementation and a reduction of administrative burdens for citizens. They use ICT to achieve this goal, so citizens can easily use the internet to do business with the government whenever en wherever they want. An example of what the Manifestgroup has achieved is DigiD. This is a personal digital identity for every citizen in the Netherlands, which can be used in dealings with the government, for example tax declaration.
The Ministry of the Interior has set a new goal for the public services: all public services must be valued by citizens with at least a report mark “7”.

Poland


Yes, since ‘90

The Office of Civil Service outsourced customer satisfaction surveys in public opinion measurements companies.

In the frame of contests for offices there are elements (satisfaction questionnaires, mystery shopping etc.) of customer satisfaction measurement.

There is also a growing number of offices carrying out satisfaction measurement.


Portugal

Yes, but sector-based; at the state level two project are being introduced.

There are several applications of testing customer’s satisfaction, but only in sector-based level, eg. Social security services, Citizen’s shops, etc.
At central-based and more structured level there are two projects ongoing:

Public Services customer’s satisfaction index

Customer’s complaints and suggestions management system
The projects are in the beginning, so they don’t have enough results yet.
Portugal has one project called European Customer Satisfaction Index – A pilot in Portuguese Public Administration leaded by the Administrative Modernisation Office (Presidency of Ministers Council) in a partnership with Instituto Superior the Estatística e Gestão da Informação of Universidade Nova de Lisboa (ISEGI-UNL), a renowned institution of higher education with particular expertise in customer satisfaction surveys.

ISEGI-UN is providing scientific advice to the ECSI-Portugal (national customer satisfaction index) project, which has produced data on service quality and customer satisfaction in various business sectors in Portugal.

In Portugal, the experience of implementation of a national customer satisfaction index is focused in the private sector

In 1998, Portugal integrated the ECSI - European Customer Satisfaction Index. The European Customer Satisfaction Index was created with the objective of giving annually to the companies’ ways to analyze the perception of its customers about the products/services delivered. In this basis, the ECSI indicate the measure of the performance the national and European economies.

In the Portuguese Public Administration there are some experiences of evaluation of the quality of the services based in the customer satisfaction, for example in the Financial, Social Security and Health Sectors.

However, not only they are not extensible to all the sectors, but also, most of these evaluations processes are characterized by a low degree of regularity in its application.

This project ECSI – A pilot in Portuguese Public Administration aims testing the possibility of setting up an independent system to regularly monitor users’ satisfaction in various services provided by Public Administration.
The system that was designed allows each agency/department of Public Administration to identify key areas for users’ satisfaction and to regularly monitor the delivery of services, identifying positive features and shortcomings, as well as opportunities for improvement.
In 2006, a pilot project was launched to assess the provision services in the following agencies/departments: social security, tax administration, register of births, marriages and deaths and vehicle registration.

Three different channels were considered when assessing the delivery of services:

- traditional over-the-counter services

- citizens’ shops (Loja do Cidadão)

- web-based services.
A total of 1926 users of Public Administration services were interviewed between November 2006 and January 2007 (reference year: 2006).
Results expected

The method used will detect the most critical points and suggest priorities for reform in the operation of the different channels (whether it concerns waiting times, the way information is conveyed, the system for submitting complaints, etc.) The methods will also gauge the impact of any changes introduced as a result of previous assessments of the indices on users of the agencies/departments and if such changes were perceived.



Romania

Not in use

We do not have standards for all public services; therefore we test and evaluate the customer satisfaction at the national level only on specific issues and projects as:


  • MATRA 2005 Timisoara – Employment Agency

  • two opinion polls in order to measure citizens’ satisfaction towards the public services offered by the civil servants and to analyse the level of depolitization of the Romanian civil servants organized by NACS during 2005 and 2006.

Slovak Republic




Just individual initiatives of individual organisations.

Slovenia

Since 2001

Yearly

For testing administrative units customers' satisfaction the methodology was developed already in 2000, first as a methodological tool for those administrative units which decided to implement quality management system according to the ISO 9000 standards. After the Government adopted the Decree on the Manner of Public Administration Bodies’ Transactions with Customers in which – among others – also the obligation for testing customers' satisfaction was set, this methodology is in use in all administrative units. After the testing period in 2001, the methodology is used on regular yearly bases since 2002.

According to the methodology, result of the customer survey is a thorough report which is basically oriented on identification of the gap between how customers see the service they have just consumed in the relation with their expectations they had had before that; several characteristics of quality are tested on the sample and then used with the 95% likelihood for the whole population (possible customers) of the administrative unit.

Results of the survey are mainly used as a basis for each administrative unit to identify areas for improvement and develop its action plan.

In the year 2006 the questionnaire is renewed and simplified, yet still based on detecting the gap between expectations and perceived quality.
Comparison between administrative units for 2007: http://www.mju.gov.si/fileadmin/mju.gov.si/pageuploads/Kakovost/Analiza_primerjava_med_UE_2007.xls

Following items are being compared: the overall score (up to 5); difference in scores between years 2007 and 2006; 15 quality dimensions (10 for services and 5 for employees) are being presented according to the traffic lights principle: green colour – perceived quality was better than expected, yellow colour – perceived and expected quality were at the same level, red colour – expectations of customers were higher as the perceived quality; waiting time to be served by a public employee: % of customers who did not wait to be served, % of customers who had to wait up to 5 minutes, sum of both two percentages and finally, % of customers who had to wait more than 5 minutes to be served.


Monthly – quality barometer

In the year 2006 also monthly customer satisfaction testing is being introduced (from May), based upon short questionnaire for customers. It is aimed to provide quick and short feed back information from customers and to assure responsiveness from administrative bodies.


Results (in Slovene) are published at the state portal:

http://e-uprava.gov.si/e-uprava/javniStran.euprava?pageid=130

Spain

since 1992

Expectation analysis and costumer satisfaction measurement Program is one of he programmes in the General framework for quality improvement.

To ascertain costumers’ opinions and improve quality of services, some central government administration bodies conduct studies to analyse expectations and measure customer satisfaction with their services using qualitative and quantitative research techniques.
The Guide on the performance of expectation analysis and costumer satisfaction surveys sets out the social research techniques thought to be best suited to the task.
The data produced by these studies and drawn from other sources are put to use by the Observatory for the Quality of Public Services to analyse quality of public services and provide the citizens with broad-ranging information about it.
In the last years a raising number of costumer satisfaction surveys and expectation analysis were performed by organisations in central government administration.


Sweden

Yes, since 1989

http://www.kvalitetsindex.se/

United Kingdom

Yes

A variety of measures are in place although there is no central required common measure applicable to all organisations. Individual targets and measures are agreed as part of the overall performance management and business management process.


LL regarding Testing Customers' Satisfaction
Hungary

Customer satisfaction is a significant element of the public administration agencies’ adjudication. One of the key elements of the service oriented conception is citizen/customer satisfaction.



Italy:
  • There are still many Administrations which do not possess the necessary technical capabilities and are not able to manage CSM’s processes;


  • Further to Many Administrations perceive that they will have to introduce radical changes following a Customer Satisfaction survey, although there are small and incremental changes the most appropriate ones. These require few resources that can enable citizens and users such as more complete information, online services, systems to reduce waiting-lines, more intelligible forms to be filled. These changes are a good indicator of a new way to look at the public service..

Spain

  • Expectation analysis must be performed to identify citizen needs and to draw the tools for costumer satisfaction measurement

  • Consolidated methodologies and techniques need to be applied for both tasks in order to compare and process the results of the surveys




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