Soon two new publications on PES to PES developed by our expert dr \u0141ukasz Sienkiewicz will be published on website of the European Commission:<\/p>\n
Measuring\u00a0customer\u00a0satisfaction with PES Increasing PES effectiveness by meeting customer needs\u00a0<\/strong>and<\/p>\n Practictioner’s Toolkit\u00a0to assist\u00a0PES with the development of customer satisfaction measurement systems\u00a0<\/strong><\/p>\n In the context of the Europe 2020 Strategy<\/strong> and related employment policy reform, PES modernisation depends on systematic performance analysis to improve the delivery of services<\/strong> and increase customer satisfaction<\/strong>. This new approach calls for a combination of evidence-based benchmarking and mutual learning activities, known as \u2018benchlearning<\/strong>\u2019.<\/p>\n This Analytical Paper<\/strong> aims to raise awareness of the wider concepts and developments relating to customer satisfaction and CSM in publicsector organisations, particularly PES. It supports PES practitioners in the context of benchlearning by:<\/p>\n The paper is based on discussions between<\/strong> PES representatives during the Thematic Review Workshop on \u2018Measuring Customer Satisfaction with PES\u2019 (hosted by the Slovenian PES, 1\u20132 July 2015) and responses to a written survey<\/strong> from the 13 PES who attended the workshop. It also draws on current literature<\/strong> on customer-centred concepts, measurement systems and management approaches in the public and private sectors, including PES-specific literature where available.<\/p>\n Further information<\/strong> can be found in the Practitioner\u2019s Toolkit<\/strong>, a practical guide for PES in the development of systems to assess customer satisfaction. Published PES practice examples on the subject are cross-referenced in this paper and can be found in the PES Practice Repository.<\/p>\n This toolkit<\/strong> is intended to assist PES<\/strong> in designing and implementing their approach to measuring customer satisfaction. It provides concrete guidance and tools<\/strong> for PES to either develop customer satisfaction measurement (CSM) systems from scratch, or to review and refine existing systems, while taking into account wider organisational and contextual factors. The toolkit helps<\/strong> PES to answer the following key questions<\/strong>:<\/p>\n The toolkit<\/strong> is aimed at all PES practitioners<\/strong> who are involved in designing, setting up and running CSM systems, as well as those who use the results for the ongoing development and reform of PES service delivery.<\/p>\n \u00a0The toolkit is organised around three main steps<\/strong>, based on a cycle of continuous improvement:<\/p>\n Each step contains a range of practical information tips<\/strong> around what to think about and which actions to take in any CSM approach. This includes \u2018practical tips\u2019, tools and templates, PES examples and signposts to further information. The toolkit is developed for people in a variety of PES roles. You can navigate around the information in various ways depending on your role.<\/p>\n <\/p>\n Immediately after the\u00a0publication <\/strong>of texts on website\u00a0<\/strong>of European Commission we will include a\u00a0Link\u00a0<\/strong>both to the Analysis and the Toolkit.<\/p>\n <\/p>\n","protected":false},"excerpt":{"rendered":" Soon two new publications on PES to PES developed by our expert dr \u0141ukasz Sienkiewicz will be published on website of the European Commission: Measuring\u00a0customer\u00a0satisfaction with PES Increasing PES effectiveness by meeting customer needs\u00a0and Practictioner’s Toolkit\u00a0to assist\u00a0PES with the development of customer satisfaction measurement systems\u00a0<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[6],"tags":[],"class_list":["post-1478","post","type-post","status-publish","format-standard","hentry","category-news"],"acf":[],"yoast_head":"\n\n
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