Measures to increase client satisfaction at selected regional branch offices of the Public Employment Service Vienna

It has become evident that in two regional branch offices of the Public Employment Service Vienna, considerable differences exist in regard to client satisfaction (job seekers) in spite of a similar client structure and similar organisational features. There is, however, no explanation for these differences based on the available data. The reasons for the difference in satisfaction profiles must be identified in order to be able to take appropriate measures to render client assessment more positive.

This is done by means of a specially designed client survey which, in contrast to surveys in the field of CMS, involves a larger sample, gives sufficient consideration to individual client groups (e.g. first contact, long-term clients, course participants, etc.) and takes a close look at the background and influencing factors of the assessments.

Building on the results of the client survey, action proposals are developed for implementation in the regional branch offices.