A Review of National Statistics Offices’ Practices and Methodological Considerations in Measuring Citizen Satisfaction with Public Services

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A Review of National Statistics Offices’ Practices and Methodological Considerations in Measuring Citizen Satisfaction with Public Services

March 6, 2019

This study has been conducted by UNDP to inform recommendations for how all statistical offices globally should produce statistics for the SDG 16.6.2 indicator “Proportion of the population satisfied with their last experience of public services”. While there is significant experience with measuring citizen satisfaction with public services, indicator SDG 16.6.2 has been categorised by the IAEG-SDGs as a tier 3 indicator (lacking an internationally agreed methodology). This is because the indicator lacks specificity, including on what is a “public service”, what is meant by “satisfaction”, how “the last experience of public services” is defined, and how to capture these aspects so that the indicator reflects citizen voices and experience.

This study examines the potential for a common approach to measuring SDG 16.6.2 by documenting current practices of country-led citizen satisfaction surveys and/or national household/living standard surveys that are being conducted, how these examples have addressed the issues of defining public services that are included in the surveys and reviewing advantages and disadvantages of different survey methods. The study also examines how existing practices have integrated the “leaving no-one behind” principle, an important ambition of Agenda 2030.