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Evaluation of the level of satisfaction PDF Print E-mail

Nowadays budget constraints drive the necessity for better knowledge of service users and their characteristics with the aim of optimising the effectiveness of interventions and of steering the allocation of resources in a targeted and selective way. As a result, the use of satisfaction-measuring investigations has become standard practice in recent years, not only for private services but also in the public sphere. Indeed, this type of instrument is being increasingly used in the latter for the following:

  • Monitoring in a continuous way the quality perceived by service users, as well as their needs and expectations, whether real or potential, thus giving weight to the perspective of the citizen-service user.
  • Pin-pointing critical or strong points of a service and identifying priority measures to be taken as well as areas of potential development and quality improvement, with respect to the overall service and its single components.
  • Eliciting the expectations of service-providers and motivating personnel.
  • Verifying the opportunity of introducing new measures or making modifications to existing ones.
  • Pin-pointing service areas where users would be willing to endure higher costs in exchange for higher quality.
  • Timely referring to a previously established informative framework upon making decisions with regard to the allocation of resources, on the basis of the most urgent expectations yet to be met.
  • Making use of a collection of useful suggestions in order to define an efficient communication campaign addressed to the public with the aim of increasing consensus amongst the target community.

In order for a satisfaction-measuring survey to be really able to highlight the viewpoint of the final user, while at the same time providing useful indications for the improvement of the service, it is necessary that a survey be adequately planned and adhere to a framework that allows for knowledge-based objectives, service users and survey modalities to be established beforehand, as well as support measures and the verification of results obtained.

This interpretation is underlined to highlight the added value that the Italian Institute of Evaluation - which has specialised for years in evaluative research, the setting out and putting into place  of gauging indicators and consultancy support for the definition of strategies for the improvement or restructuring of services - is capable of guaranteeing in the monitoring of the quality perceived and in the development of a new perspective that is attentive to the subjective opinions of the citizen/service user.