The Project
Phase 4: Assessing quality, accessibility and accountability – the users’ perspective
The quality of services can be analysed using either a process perspective and focussing on the rules governing the service provision or the users’ perspective and an analysis of users’ satisfaction. Therefore, in addition to the process-oriented analysis of service quality in the previous research phases, this phase is dedicated to carrying out a user survey.
Based on a standardised survey questionnaire informed by the findings of Phases 1 to 3, which will be tested and translated into all necessary languages, a standardised telephone survey of service users will be carried out in each country on service quality, on accessibility and on views on accountability. For the survey, representative samples of citizens and service users will be interviewed in each country with quotas set on regions, town size and sex. Approx. 1000 people per country will be interviewed by telephone by specialised survey institutes and asked about their experiences with the service provision in the selected sectors.
Publications and dissemination activities
The deliverables of Phase 4:
- Survey report