1. Customer Satisfaction Work – the Way Forward Johanna Nurmi, Finland IPSG, 26.-27.10.2006

2. Steps to during the Finnish Presidency Circulating the project plan for the IPSG and the members of the Expert Group in September Expert Group meeting in Helsinki 10 October –9 countries present (Austria, Belgium, Czech Republic, Germany, Netherlands, Norway, Sweden, United Kingdom, Finland) –3 cases presented: Norway, Netherlands, Austria –Agreement on the next steps

3. Case Norway A large scale approach Simple model – all relevant services measured Random samples at national and municipal level Satisfaction indices – time-series Transparency of results ready-made for cross- border benchmarking Key motive: Present and introduce effective measurement tools to enhance public sector quality, cost-effectiveness and resource allocation at different levels of government –to avoid brake-down in welfare state support?

4. Case Netherlands InternetSpiegel Standardized Employee Satisfaction Survey (web based questionnaires, Likertscale) Do-it-yourself research tool: organizations can benefit from exhaustive and validated sets of items (limited costs, high response) Organizations can integrate specific matters in their research (customized research) Possibilities of internal trend reports, internal and external benchmarking (performance measurement)

5. Case Austria Evaluation of the project “INFOCENTER”, a new customer service function 2002-2004 Measurement of success from the customers point of view Status-quo and monitoring change in time Show strengths and weaknesses in service encounters Learn more about expectations, service performance and satisfaction Internal benchmarking Steering instrument for local management Feedback to motivate employees

6. Conclusions from the 10 October We agreed to propose a wide scale policy paper on importance of customer satisfaction measurement, including: –locating CSM in more general approach of customer oriented service provision –introducing the broad range of tools designed for different purposes and different environments by using case examples collected –main factors to be considered when establishing use of CSM tools in the public sector –an idea of possible shared guidelines of CSM and the main features to be included in these guidelines

7. The illustration of CSM approaches By case examples described the 5 D’s –Define the problem –Design and method –Data collection –Data analysis –Documentation and reporting.

8. Main factors to be considered when establishing use of CSM tools in the public sector Examples to be included in the guidelines: –the rationale for the measurement –connecting the measurement to improvement processes –engaging relevant stakeholders –transparency of the method –transparency of the services in question –reliability and validity of the method –commissioner of the tool and owner of the results –input-output-outcome analysis; does the method designed and used provide additional information

9. Next Steps The draft policy paper to be circulated to the members of the expert group in the beginning of November After the round of comments the paper will be distributed for the IPSG for comment and then finalized by the end of the year 2006. Passed on to the German presidency for further consideration of the proceedings.