Satisfaction with Local Authorities' Services

Impact indicator, Outcome indicator

Indicator Phrasing

% of target population satisfied with their last experience of using [specify the local authorities’ service]
% de la population cible satisfaits de leur dernière expérience d'utilisation de [précisez le service des autorités locales]
% cílové populace uvádějící spokojenost se svojí poslední zkušeností s využitím [určete službu poskytovanou místními úřady]

Indicator Phrasing

English: % of target population satisfied with their last experience of using [specify the local authorities’ service]

French: % de la population cible satisfaits de leur dernière expérience d'utilisation de [précisez le service des autorités locales]

Czech: % cílové populace uvádějící spokojenost se svojí poslední zkušeností s využitím [určete službu poskytovanou místními úřady]

What is its purpose?

The indicator measures the target population’s satisfaction with using a certain type of local authority service (most likely those whose quality your project aimed to improve). The indicator should be used only for services which are either used by a large part of the general population or by a very specific group of people – otherwise you will have difficulties gaining a representative number of respondents who can provide their opinion.

How to Collect and Analyse the Required Data

Collect the following data by conducting individual interviews with a representative sample of your target population:

 

RECOMMENDED SURVEY QUESTIONS (Q) AND POSSIBLE ANSWERS (A)

Q1: In the past [specify the time period], have you used [specify the service provided by local authority]?

A1: yes / no

 

(ask the following question only if the previous answer is YES)

 

Q2: I would like to understand to what extent you were satisfied with using [specify the service]. Were you very satisfied, fairly satisfied, rather dissatisfied or very dissatisfied?

A2:

1) very satisfied

2) fairly satisfied

3) rather dissatisfied

4) very dissatisfied

 

(the following question is highly recommended but not mandatory; ask it only if the answer is “rather dissatisfied” or “very dissatisfied”)

 

Q3: What were your main reasons for not being satisfied?

A3: pre-define the options based on the context and pre-testing + include an option “other – specify: …………………………………….”

 

Calculate the indicator’s value by dividing the number of people who were “very satisfied” or “fairly satisfied” by the total number of respondents and multiply the result by 100.

Important Comments

1) Unless you know in advance that all your respondents have used the service, your survey sample will need to be relatively large, so that even when you exclude people who have not used the service, you will still have a representative number of respondents.

 

2) Consider disaggregating the data by gender, age, belonging to a certain social group or other criteria.

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