Policy Paper drafted for the IPSG Meeting 3-5 May 2007, Bonn European Institute of Public Administration ( EIPA ) “From Customer Satisfaction Measurement to Customer Satisfaction Management”

2 DG resolution May 2006 and IPSG July 2006  To find and share good practices of satisfaction measurement,  Concentrate on questions of how the information provided through these measurements is used in service improvements projects.  Consider the topics to be included in the possible future guidelines. FOCUS Conclusion: field of customer satisfaction to large and to important to narrow only to customer satisfaction surveys and measurement

3 Aim From “Measuring” to “Managing” customer satisfaction 5 Parts Part 1: Changing place and role of the citizen/customer Part 2: Why managing customer satisfaction? Part 3: How customer Satisfaction Management is used for service improvement? Part 4: How to manage customer satisfaction? Part 5: Future lines of the Customer Satisfaction Management Project

4 Part 1: place and role of the citizen/customer

5 Citizen / customers become:  co-designer  co-decider  co-producer  co-evaluator Measuring customers satisfaction is only final stage Input of citizen/customer in all stages = customer satisfaction management

6 Part 2: Why managing customer satisfaction? Service / product management Expectation management Perception management Satisfaction Management

7 Part 3: How customer Satisfaction Management is used for service improvement?

8 Part 4: How to manage Manage in all stages  co-designer  co-decider  co-producer  co-evaluator Examples  Focus groups / panels  Customer journey mapping  Front line staff experience  Process analysis  Mystery shopping  Satisfaction survey  …

9 Part 5: Future lines  Good practices (illustrations)  Guideliness (step by step / tool by tool)

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