1. Customer satisfaction measurement – the Finnish Approach Heikki Joustie IPSG, 6.-7.7.2006

2. The levels of measurement 1.Customer satisfaction measurement on the agency level as part of the performance management formula 2.Customer satisfaction measurement focusing the total public service production

3. The key ideas of the Finnish Performance Management -formula Hierarchy of targets: 1. societal impacts – effectiveness, responsibility of ministries 2. operational targets, responsibility of agencies –efficiency –quality

4. Quality targets and indicators in the performance management Obligatory part of every performance agreement between the ministry and the operative actor – the agency. Based on indicators Normally divided on –“technical” dimension –customer quality dimension Hundreds of quality targets used in agreements

5. The global measurement approach 1/4 The method created by two Finnish expert organisations, Statistics of Finland and the Consumer Research Centre Covers eight (8) services, – 5 basic municipal services and – 3 services produced by Government agencies

6. The global measurement approach 2/4 Municipal services studied: children’s day care primary schools public libraries doctor’s appointments in health centres health centre emergency visits

7. The global measurement approach 3/4 Government services studied: sense of security produced by police tax office services highway maintenance outside cities

8. The global measurement approach 4/4 Data collection by telephone interviews Sampling between 2000 and 5000 depending on the usualness of the service consumption Wide set of background information upon those chosen to the sampling Length of the interview limited to 20 minutes

9. The global measurement results Data has now been collected in 4 consecutive years The first analytical publication on trends will be launched in September 2006 The overall picture tells that the quality gains fairly high appreciation among the public Other sources tell upon decreasing productivity concerning some of the studied services

10. Customer Satisfaction Index – Finland 2003-2006

11. Children's Day Care

12. Tax Office Services

13. Health Centre Emergency Visits