Patrick Staes, Nick Thijs, EIPA

This publication explains the relevance of customer focus and the role(s) citizens/customers play in public sector management. It gives an overview of different methods and techniques around customer insight including examining the importance of customer needs, expectations and satisfaction.

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(French Version) Document d’orientation européen sur la gestion de la satisfaction client

(Norvegian Version) Europeisk veileder i brukerretting og brukermedvirkning

(Polish Version) Zarządzanie Satysfakcją Klienta

(Romenian Version) Managementului Satisfactiei Clientului

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Applying (Total) Quality Models

IPSG- Innovative Public Services Group

Public Performance