AGREEMENT SIGNED FOR SURVEY OF CUSTOMER SATISFACTION WITH PUBLIC SERVICES
PRESS RELEASE
Press Release
At Palazzo Vidoni today, the Minister of Public Administration and Innovation, Renato Brunetta, and the Chairman of the Antitrust Authority, Antonio Catricalà, signed their agreement to the Initiative “Mettiamoci la faccia” ['Let's Take Responsibility'] for the collection of data on user satisfaction with public services. The Antitrust Authority is the first "Independent Authority" to participate in the initiative which now involves almost 70 administrative bodies including public entities and national agencies, public welfare bodies, health authorities, chambers of commerce, Provinces and local councils (see Graph 1).
As part of its participation in “Mettiamoci la faccia”, the Antitrust Authority from 1 August 2009 will survey customer satisfaction with the services provided by telephone through the freephone number 800166661 that has been operational since 2007 and that allows consumers to report cases of alleged unfair commercial practices, misleading and hidden advertising; up to the present, this service has received 16,000 complaints.
The agreement stipulates that the Antitrust Authority will report quarterly on the results achieved in terms of the satisfaction of consumers who have used the telephone services offered by the Authority's Call Center unit. The reports will be submitted to the Management Committee with a view to identifying any needed improvements. Furthermore, the Authority's website (www.agcm.it) will publish a monthly report on: the overall number of users who have used the call center's service; the number of users who evaluated the service as an absolute number and as a percentage of total users; the most common evaluation; and the reasons for any dissatisfaction divided by type.
Amongst the administrative bodies that are taking part in the Initiative, besides the Antitrust Authority, IPOST, INAIL, INPS, the City of Rome and the City of Milan are experimentally surveying customer satisfaction with services provided by way of the telephone. As for services provided at the counter, there are now 105 experimental locations involving 465 offices; by the end of the year there should be 193 locations and 1820 offices (see Graph 2).
Graph 1 – Administrative entities participating in the initiative by type (percentages)
(Municipalities, local health authorities, public welfare bodies, tax offices, independent authorities, provinces,
mountain communities/co-municipalities/consortia, chambers of commerce, research institutes, other...)
Graph 2 – Experimental locations and offices having emoticons (absolute number)
(Locations, offices)