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 Author Patrick Staes, Nick Thijs, Ann Stoffels, Sven Geldof Publication Date : 30/03/2012 Measure to Improve. Improving public sector performance by using citizen - user satisfaction information Author Nick Thijs Publication Date : 30/12/2011 57th Meeting of the Directors General - final documents Author Krzysztof Banaś Publication Date : 21/12/2011 IPSG 2 - public documentation Author Izabela Najda-Jędrzejewska Publication Date : 25/11/2011 IPSG 1 meeting Author Izabela Najda-Jędrzejewska Publication Date : 21/09/2011 Customer Satisfaction Management Learning Team Meeting Customer Satisfaction Management Learning Team Meeting Chancellery of the Prime Minister in Warsaw The meeting of the Customer Satisfaction Manag... 13/Oct/2011 6th European Quality Conference - summary & documentation On 29-30 September 2011 in Warsaw, the 6th European Quality Conference was held within the quality conference cycle of European Public Administration ... 29-30/Sep/2011 Adriana Circiumaru Romania Ministery of Administration and Interior, Romania Johanna Nurmi Finland Ministry of Finance, Finland Panagiotis Passas Greece Ministry of Administrative Reform & e-Goverment (MAREG), Greece

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