Service quality survey
The quality of a public service lies first and foremost in its capacity to meet the needs and expectations of the population. 'Excess' quality is expensive; the 'sub-standard' quality of one of the components of the service negatively affects the perception that the user has of the service as a whole. It is therefore important for local authorities to regularly and attentively monitor the 'perceived' quality of its services in the eyes of the user so as to be in a position to concentrate its efforts on sub-standard areas.
Espelia's consultants help local authorities to measure the quality of their services, in particular through the conducting of surveys: defining the survey protocol (e.g. questionnaire, sample, mode of consultation), holding of focus groups, quantitative and qualitative analysis of results.