Customer Satisfaction Management (CSM) Learning Team

Customer Satisfaction Management (CSM) Learning Team

Regarding the focus of the last Directors General resolution concerning Customer Satisfaction, several Member States expressed doubts about having a common European Customer Satisfaction Index, due to the differences in methodologies and approaches in the different parts of administrations in several countries, as the report under the Austrian Presidency showed.

Therefore the IPSG decided to focus on the following aspects:

1. to find and share good examples of Customer Satisfaction Management. The examples should be presented according to the concept paper of France and Austria.
2. to concentrate on how the information gathered on Customer Satisfaction is used in service improvement projects;
3. to consider the topics to be included in possible future guidelines. Within the next months the first chapter of these guidelines, specifying the basics of the topic, should be finalized.

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CAF Study 2011 Reserach Report - French version

57th Meeting of the Directors General - final documents

IPSG 2 - public documentation

IPSG 1 meeting

Customer Satisfaction Management Learning Team Meeting Chancellery of the Prime Minister in Warsaw The meeting of the Customer Satisfaction Manag...
On 29-30 September 2011 in Warsaw, the 6th European Quality Conference was held within the quality conference cycle of European Public Administration ...
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