How do we know whether what we are doing is what is wanted?

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Apr 25, 2009, 7:26:48 AM4/25/09
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In April 2008 I started my detailed research by posting a
questionnaire to record any usage of satisfaction, along with trying
to obtain an initial view of the status of avoidable contact in the
context of National Indicator 14. The results were that there was a
lot more support for measuring citizen satisfaction than I’d imagined.
There was also a general lack of awareness by practitioners of all the
academic and private sector work that had been going on in the
background around engaging with customers or citizens.

A year has gone by since the original survey and time for a refreshed
one! I’ve tried to avoid some of the verbosity, but when operating in
an academic environment semantics and ethics are all important, so
there are some constraints.

Its still only a brief questionnaire, taking ten minutes at the most
to complete, so please allow for all the ethical paraphenalia and
respond. I’ll report back in an ongoing fashion through the blog and
other forums, along with adding it to the academic output.

The survey is available at:

Many thanks, in advance, for any feedback or comments!

Mick (
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