Local authorities: +2.5 points in the 2019 customer relations barometer

Do you feel welcome in your town hall, at the head office of your department or your intercommunal authority? The AFNOR group has the answer, and it’s the barometer of user relations in local authorities that reveals it. Presented for this seventh edition on May 16, 2019 in Angers, this national observatory distinguishes 14 public structures, including 9 cities, among the 231 structures (31% more than in 2018) having submitted to the measurement system: a two-month mystery audit to measure the main determinants of their users’ satisfaction (accessibility, responsiveness, courtesy, personalization, waiting management, transfer efficiency, complaints management), on the contact channels of mail, email, website, telephone and the social networks Twitter and Facebook.

Participants posted an overall score of 68.5 out of 100, 2.5 points higher than in 2018. Certified structures (Qualivilles, Label Marianne, ISO 9001…) score 75 out of 100, which confirms that certification is a vector for progress, helping structures to improve over time. Of particular note is the increased participation of structures that are not local authorities, such as libraries, hospitals, chambers of commerce and industry, or EHPAD (nursing homes), which account for one in three participants. Their scores are lower than those of local authorities in the broad sense (65.2 out of 100 vs. 69.6 out of 100). With a score of 66 out of 100, inter-municipalities still lag behind cities (72 out of 100).

Good performance of the e-mail channel

The score for email management jumps by 7 points (71 out of 100) compared to 2018, while those for social networks and website stabilize (73 out of 100 and 66 out of 100). The telephone channel continues to grow, reaching 80 out of 100 (+4 points). But the mail’s score falls, with 56 out of 100, 3 points down on 2018. For Halimah Pujol, Public Sector Manager at AFNOR, “. the mail score becomes a point of tension. It reflects a lesser investment by the structures to provide a response within ten days. Although this channel is used less and less by users, they still expect the same level of processing quality, whatever the means they use to request their public services.. ”

Another point of tension is the Compétence accueil score, which reflects agents’ interpersonal and professional skills. It falls by almost 5 points, from 83 out of 100 in 2018 to 78.3 out of 100 in 2019. ” This result reflects the need for a structured approach to quality, placing skills at the heart of the project. Users expect answers that match their needs, clarity, attentiveness and courtesy. “concludes Halimah Pujol.

> Download the 2019 barometer summary…

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