To ascertain
costumers’ opinions and improve quality of services, central government administration
bodies will 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 will be 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.
