1. Customer Satisfaction Management “Presentation to IPSG – Paris
The way forward
“Presentation to IPSG – Paris
10-11 July 08”
Nick Thijs
Patrick Staes

2. Background – Where do we come from
overview
Background – Where do we come from
The European Primer on Customer Satisfaction Management
Next Steps: deepening and widening
CAF Resource Centre at EIPA

3. 1. Background – where do we come from ?
DGs’ resolution of May 2006 : collection of best practices and the preparation of guidelines for questionnaires to measure customer satisfaction
During the Austrian (first half 2006), Finnish (second half 2006) and German (first half 2007) Presidencies, initiatives were taken to address these aspects and decision to broaden the topic
Portuguese Presidency (second half 2007) :
(1) Customer Satisfaction Expert Group of IPSG agreed getting an overview across member states (study)
(2) Creating an EU version of the UK primer (Cabinet Office 2006)
CAF Resource Centre at EIPA

4. Survey on the needs (2007)
Level of priority for the development of an European version of the Primer document?
CAF Resource Centre at EIPA

5. 2. The European Primer on CSM
“…by this publication the place and the role of citizens/customers in customer satisfaction management is more clear, and public service organisations all over Europe have some practical guidelines on the way to Customer Satisfaction Management.”
Combination of strategical and operational level – theory and practice
Bringing in practical cases from all over Europe
Linking with other EUPAN (IPSG) work / products
Work on the Charters
Work on QC’s
Work on the CAF
CAF Resource Centre at EIPA
Covering (collaboration) various Presidencies !!!

6. 3. NEXT STEPS A project in line with the Mid-term Programme
The Mid-term programme 2008 – 2009 states:
“In general the work related to Customer Satisfaction Management should be focused on how to use the European Version of the Primer, which will include good practices from Member States. The aim is to demonstrate the relevance of customer focus and the role of the citizens in public service management; including how involvement can be brought about (customer insight techniques). Regarding customer focus, one objective is to improve knowledge about the use of Citizen Charters to help all public institutions dealing with the public.”
Spreading and widening the (principles of the) Primer
Deepening (instruments/techniques) of the Primer
CAF Resource Centre at EIPA

7. Customer satisfaction Customer satisfaction
THE WAY FORWARD: Spreading and Deepening
A. Spreading and widening the (principles of the) Primer B. Deepening (instruments/techniques) of the Primer
Customer satisfaction
management
CAF Resource Centre at EIPA
Customer satisfaction
measurement

8. A. Spreading the principles
CAF Resource Centre at EIPA

9. Aggregated table priorities of the techniques
B. Deepening the instruments / techiniques
Aggregated table priorities of the techniques
CAF Resource Centre at EIPA

10. Some work has been done already (high 3 score)
CAF Resource Centre at EIPA
Some work has been done already (high 3 score)
Still a very high demand in collection
Good practices ?! Good 3 score/low 4 score

11. Publication of the Primer for 5QC (English / French) Infoshop at 5QC
4. PLANNING
Publication of the Primer for 5QC (English / French)
Infoshop at 5QC
Future demand (also from CSM working group) on:
Spreading and widening the (principles of the) Primer
Deepening (instruments/techniques) of the Primer
Development of strategy by 2 October (CSM group) in Paris and discussions on the future steps and work plan.
Work during the next presidencies ( ) on spreading and deepening (mid-term planning in line with mid-term plan !!!)
CAF Resource Centre at EIPA

12. Contact CAF Resource Centre
Patrick Staes – Nick Thijs – Ann Stoffels – Lena Heidler
European Institute of Public Administration (EIPA)
Public Management and Comparative Public Administration Unit
O.L. Vrouweplein 22 NL BE Maastricht
Tel.:  253