1. Customer Satisfaction Management
Learning team on
Customer Satisfaction Management
Swedish Presidency IPSG meeting:
Stockholm 14 – 15 September

2. Overview 1. Objectives 2. Members 3. Practical actions taken
4. Future action
CAF Resource Centre at EIPA

3. 1. OBJECTIVES (1)
Past years ’07-’08 joint collaboration of Presidencies supported by the CSM working group
Resulted Product: European Primer (Eng/FR) distributed and presented at 5QC
After strategic reflection in IPSG and proposal, the DG resolution of December 2008:
Promotion by the member states of the Primer
Creation of a learning team to deepen the Primer
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4. primer strategic / vision document ( What and Why ?)
OBJECTIVES (2)
primer strategic / vision document ( What and Why ?)
=> translate (How to ?)
deepening the aspect of customer satisfaction measurement
CSM LT bring the forefront of expertise and practices together
Learn from each other in LT
Make ready for spreading the knowledge
CAF Resource Centre at EIPA
=> Deepening !

5. Title Learning Team: “Customer Satisfaction Management Learning Team”
OBJECTIVES (3)
Title Learning Team: “Customer Satisfaction Management Learning Team”
Focus in this phase: Measuring satisfaction
Guidelines on Satisfaction Measurement building on existing material, illustrated with national cases (Organisational / Service level).
Governance approach on satisfaction measurement (Aggregation / Government level)
Sharing / Learning national information
Spreading CSM ideas (national / European)
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6. 2. Members: Countries involved
Belgium
Luxembourg
Czech Republic
Malta
Germany
Netherlands
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Norway
Finland
France
Poland
Greece
Spain
Italy
Romania UK
Lithuania

7. 3. Actions taken (1) Promotion & Spreading
European Primer in different languages:
English, French, Norway,
Poland, Romania, Germany,
Lithuania, Spain, Italy
And others pending
CAF Resource Centre at EIPA

8. 3. meetings 3. Actions taken (2) 17 April meeting in Prague
Presentations by EIPA
Work on guidelines
Sharing of practices and cases (Lithuania)
13 July LT meeting in The Hague
Topic: “life events and CSM”
Sharing of practices and cases (The Netherlands, France, Italy)
16 September LT meeting in Sweden
Topic: “governance approach on satisfaction measurement”
Sharing of practices and cases (Sweden, Norway)
Spreading of practices & guidelines
Preparing conference in Lithuania (March 2010)
Cooperation of EGPA
CAF Resource Centre at EIPA

9. Spreading Material , Practices and Cases
4. Future action
Spreading Material , Practices and Cases
European Event on Citizen/Customer Satisfaction Management (Lithuania, March 2010)
CAF Resource Centre at EIPA

10. Contact Nick THIJS: Lecturer
European Institute of Public Administration (EIPA)
Public Management and Comparative Public Administration Unit
O.L. Vrouweplein 22 NL BE Maastricht
Tel.:  253