A new report released by the Serco Institute and ExperienceLab has found that a new approach is needed to accurately measure user satisfaction with government services – particularly in the United Arab Emirates.
While models already exist for measuring user satisfaction, most were developed for the use of private sector companies seeking to measure customer satisfaction with services such as retail or ecommerce; as such, they often fail to reflect the unique nature of public services.
Through a series of case studies from the Middle East, Australia, Europe and North America, the report explores existing metrics for user satisfaction with government services in use in countries around the world, noting that the UAE has distinguished itself with an advanced National Programme for Happiness and Wellbeing. The paper dives into some of the key considerations for designing a new Government Services Satisfaction Index, and into creating actionable insights which policymakers can use to improve services.
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