Portfolio · 2026
Nationwide monitoring of satisfaction with public service quality
A durable system for measuring satisfaction by service channel and region.
Task
The client needed a satisfaction measurement instrument that allowed comparison across regions and service types and could be repeated year on year.
What was done
We designed a multi-stage stratified sample, built a composite index and ran two waves in a mixed CATI/CAPI format. Eighteen per cent of interviews were re-verified against audio recordings.
Outcome
The client received an indicator framework with passports, comparable data from both waves and recommendations on problem channels. The methodology was adopted as a standing instrument for subsequent years.
This case is published in summarised form. The client's name and primary data are withheld under a confidentiality agreement.
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