1 / 30

Customer Satisfaction in the Public Administration

Customer Satisfaction in the Public Administration. Summary. What is Customer Satisfaction? Who is the Customer? Why we should assess CS? How can we assess Customer Satisfaction? Who should do it?. “Customer” is… . a person who has a material experience of our services

rolandj
Download Presentation

Customer Satisfaction in the Public Administration

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Customer Satisfaction in the Public Administration

  2. Summary • What is Customer Satisfaction? • Who is the Customer? • Why we should assess CS? • How can we assess Customer Satisfaction? • Who should do it?

  3. “Customer” is… • a person who has a material experience of our services • “potential” customers can provide info about reputation (e.g.: expectations) of the service

  4. “Provider” is…. • He who provides a public service and organizes its delivery

  5. What is Customer Satisfaction… • Customer Satisfaction is the way services provided meet / surpass / delude citizens’ expectations • The value of Satisfaction is the gap between expectations and experience

  6. …and why we should care?? • In a public service, which is normally monopolistic, measuring CS is the only way to assess the performance. Private companies have other tools such as profit. • Helps public services providers to choosepriorities of intervention • Helps to improve service quality • and the reputation of the provider • Satisfaction adds value to the product

  7. “Performance” • “The capacity of pursuing the institutional purpose of a public service”. Desired End State Achieved WHERE you get HOW you get

  8. On the Provider side, performance is…. • Productivity (the capacity of turning factors of production into a product: input -> output) • Efficiency (working or operating in a way that gets the results you want without any waste)  • Effectiveness: producing the intended results

  9. On the Customer side, performance is… • Effectiveness: the way a public service satisfies a need • Customer satisfaction analizes the gap between the customer's expectation of performance and their perceived experience of performance.

  10. Expectation – ExperienceReputation – Satisfaction • After going to Court • BEFORE going to court

  11. Different perceptions • Client normally takes for granted technical and professional aspects • Provider focusses on tecnical and professional aspects • Client focusses on the quality of delivery and of the relationship • More informations (on technical aspects) = more satisfactions

  12. Gap / coherence analysis:

  13. The Cycle of Satisfaction

  14. Customer Satisfaction assessment methodology: the SERVQUAL model • tangibles • reliability, • responsiveness, • competence, • access, • courtesy, • communication, • credibility, • reassurance, • empathy

  15. 1. Tangibles, Reliability, Responsiveness • Tangibles: Appearance of physical facilities, equipment, personnel, and communication materials • Reliability: Ability to perform the promised service dependably and accurately • Responsiveness: Willingness to help customers and provide prompt service

  16. 2. “CCC”: Competence, Courtesy, Credibility • Competence: Possession of required skill and knowledge to perform service • Courtesy: Politeness, respect, consideration and friendliness of contact personnel. • Credibility: trustworthiness, believability, honesty of the service provider.

  17. 3. Reassurance, Accessibility, Communication, Empathy • Reassurance: freedom from risk or doubt. • Access: Approachability and ease of contact. • Communication: Listens to its customers and acknowledges their comments. Keeps customers informed - in a language which they can understand. • Understanding the customer: Making the effort to know customers and their needs.

  18. 1. Drivers of quality in a Court: Tangibles • Functionality of the Court building • Cleanliness of the Courtroom • Accessibility of the Courtrooms • Commodities and utilities • Employees’ appearance • Availability of informations • Business hours are comfortable • Employees are recognizable • Level of informatisation

  19. 2. Drivers of quality in a Court: Reliability • Employees’ Helpfulness • Transparency / Correctness • Front office: • Competent • Prepared • Precise • Reliable

  20. 3. Drivers of quality in a Court: Responsiveness • Employees’ Courtesy (in person /by phone) • Timeliness of delivery • Employees give ready response to questions? • Flexible or bureucratic approach?

  21. 4. Drivers of quality in a Court: Accessibility • By phone, e-mail, web • Is it easy to find what you need? • Is it accessible to handicapped, minorities? • Understandability of forms • Understandability of signals/instructions

  22. 5. Drivers of quality in a Court: Communication /Empathy • Capacity of listening • Capacity of assisting the customer articulate his needs • Prevention /reduction of mistakes • Openness to Customer Complaint /feedback /claim

  23. How to assess and what to assess • Disseminate questionnaires • Make phone calls • Give your clients a way to air complaints, to give feedback, to present compliments • In questionnaires, focus on the whole range of services or one or two sectors

  24. What to assess: the 5P • Policy, • Processes, • People, • Premises, • Product/Services (The International Customer Service Institute)

  25. Who is doing it? • Interviews can be done by professionals or by yourself • To people who have experienced or are likely to experience Court services • E.g: target on lawyers, citizens etc…

  26. How to assess satisfaction: the Likert scale • “Item”: a (positive or negative) statement to be evaluated • Five answers possible: • I Strongly disagree • I Disagree • I Neither agree nor disagree • I Agree • I Strongly agree • Answers are then summed

  27. Questionnaires : • Must avoid obscure terminology • Must present questions in a neutral way • Be sure that interviewed know what you are talking about • must not require memory efforts • One aspect per item • Remeber you are assessing sensations (psychometry)

  28. Example: • “Court employees are courteous and professional” • I Strongly disagree • I Disagree • I Neither agree nor disagree • I Agree • I Strongly agree

  29. What next? • Report transparently (e.g: in the Service Charter) • Learn lessons: discuss with staff • Act to improve what can be improved

  30. Key words • Transparency • Listening • Understanding • Openness • Citizen-orientedness • Quality

More Related