Hello It’s a pleasure to write this essay..

Governments have to be more responsive to society’s needs and demands. Public-sector organisations are being reformed in order to provide better, faster and more services. The citizen/ customer has a prominent place in these reforms.
For many years the topic of customer satisfaction has been on the European agenda and in recent years this has rapidly grown in importance. According to the DGs’ resolution of May 2006, the main focus of the common European work and efforts regarding customer satisfaction should be on the collection of best practices and the preparation of guidelines for questionnaires to measure customer satisfaction. During the Austrian (first half 2006), Finnish (second half 2006) and
German (first half 2007) Presidencies of the EU, initiatives were taken to address these aspects.
At the IPSG and Customer Satisfaction Expert Group meetings, ways were discussed to gather and present good practices and create guidelines. Based on these good practices, the Customer
Satisfaction Expert Group meeting and the IPSG meeting concluded that many interesting and valuable things could be done with these good practices and that the field of customer satisfaction was too large and too important to narrow attention only to customer satisfaction surveys and measurement, and to limit guidelines in this sense. “Measuring” satisfaction is one thing;
“managing” satisfaction is another and should be the aim.
Based upon the Cabinet Office document of 2006, titled “Customer Insight in Public Services”, a
“primer” – in the form of this publication – was created. This publication explains the relevance of customer focus and the role(s) that citizens/customers play in public sector management. It gives an overview of different methods and techniques around customer insight, including examining the importance of