The Challenge
A public sector consultancy required citizen satisfaction measurement for municipal transport, waste management, and public health services across UK, Canada, and Australia. 2,000 citizens per country. Mixed methodology: CAWI and CATI for non-digital populations.
Our Approach
CAWI primary methodology with CATI supplement for respondents 65+. Satisfaction scale, NPS equivalent (Citizen Effort Score), and verbatim capture. Multilingual delivery for Canada (English + French). Quota controls on age, geography (urban/suburban/rural), and gender.
Results
6,000 completes. 3 countries. 3-week delivery. Full segmentation by service type, geography, and demographics.
Client Outcome
Rural populations showed significantly lower satisfaction on waste services in all 3 countries. Client used data to inform a targeted rural service improvement programme.
Project Specifications
- Markets Covered: UK, Canada, Australia.
- Audience Recruited: Balanced citizen population (urban/suburban/rural quotas).
- Methodology: Mixed-mode (CAWI web survey + CATI telephone survey for seniors).
- Languages: English, French (Canadian).
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