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AFNOR citizen experience barometer
Every year since 2012, the AFNOR group has been producing the Citizen Experience barometer, a national observatory of user reception and relationship management practices, in public structures.
Based on a mystery audit, in the field, on online review platforms and social networks, it measures the main determinants of customer satisfaction: accessibility, responsiveness, courtesy, personalization, waiting time, transfer efficiency, complaints management.
The AFNOR Citizen Experience barometer improves the quality of service provided to users.
Every year, the Barometer organizes mystery surveys in structures that deliver services to the public. These surveys are carried out by mystery citizens who put themselves “in the shoes of users” and will call, send emails, letters, go on the website, on social networks and visit reception areas (optional) with a list of objective criteria derived from reference systems such as Qualivilles or Services publics +.
What’s in it for you?
- It enables you to assess your performance and identify areas for improvement in relation to best practice guidelines.
- You’ll get an initial overview of the situation , enabling you to discuss the subject internally with elected representatives, management and employees.
- It’s also a way of highlighting the work done and thecommitment of our teams, to show that their efforts are paying off, with the possibility of winning the AFNOR Citizen Experience Trophies, which will be awarded at a well-known industry event.
- And why not go one step further, and find out whether your organization is ready to commit to a labeling or certification scheme.
What is it based on?
- Mystery audits of your digital contact channels: websites and paperless procedures, platforms, social networks.
- Mystery audits on your other traditional contact channels: telephone, email, mail, physical visits.
What does it measure?
The main determinants of customer satisfaction :
- Accessibility
- Waiting time
- Reactivity
- Transfer efficiency
- Courtesy
- Claims management
- Personalization
For what budget?
It’s possible to participate free of charge to obtain synthetic results (you’ll get an average for each contact channel, as well as an initial comparison with your peers). Please note that the physical reception area is not visited.
Free places are limited , and we give preference to structures that have never taken part before. You will be notified at a later date whether or not you will be participating.
Paid participation allows you to be automatically included in the panel and receive a detailed personalized report on your results, for the price of :
- 990 excl. tax forlocal authorities with fewer than 10,000 inhabitants and ancillary structures such as libraries or hospitals,
- and €1,250 excl. tax forlocal authorities with more than 10,000 inhabitants.
- It is also possible, on request, to organize an oral presentation of your results by an expert at a cost of €800 excluding VAT for one site; in the case of several sites, please contact us to clarify the expected level of presentation”.
You can alsoregister several sites to get a more comprehensive overview of the structures in your area. Some organizations have already ordered customized assessments for all their sites. In this case, contact us for a personalized quote.
- visibility for your community,
- access to the most active Innovation / Quality of service / Customer relations communities to drive the function forward,
- AFNOR webinars dedicated to local and regional authorities.
Mystery audits: these local authorities don’t regret it! Testimonials.
0 min 33Citizen Experience Barometer : Toulouse speaks
1 min 06Citizen Experience Barometer: Occitania speaks out
0 min 28Citizen Experience Barometer: Gironde speaks out
0 min 26Customer relations primer: Antoine Michel-Nigris on the essentials in Toulouse
0 min 23Customer relations primer: the essentials according to Yolaine Soares in Strasbourg
0 min 28Customer relations primer: the essentials according to Hervé Polési in Strasbourg
How can you register your organization for the AFNOR Citizen Experience barometer?
Registrations are open online until March 15, 2025.
- You will be asked to provide administrative information about your organization, such as Siret number and company name. Prepare them in advance!
- You can then fill in your contact details, whether you’re a referrer or a decision-maker within your organization.
- Don’t forget to list all the locations you’d like to have audited, and to indicate whether you’d like a social listening audit.
- Once you have registered, you will be asked to download and sign an order form and return it to us.
Would you like to align your local authority’s management with the SDGs and the 2030 Agenda? You may be interested in the AFNOR Public Performance barometer.
How does the Citizen Experience barometer work?
As a reminder, every year the Barometer organizes mystery surveys in structures that deliver services to the public. These surveys are carried out by mystery citizens who put themselves “in the shoes of users” and will call, send emails, letters, visit the website, social networks and go to reception areas (optional) with a list of objective criteria derived from reference systems such as Qualivilles or Services publics +.
What's it for?
The aim is to assess your performance and identify areas for improvement in relation to best practice standards.
- This gives us an initial overview of the situation , enabling us to discuss the subject internally with elected representatives, management and employees.
- It’s also a way of recognizing the work done and thecommitment of our teams, to show that our efforts are paying off,
with a chance to win the AFNOR Citizen Experience Trophies, to be awarded at a well-known industry event.
- And why not go one step further, and find out whether your organization is ready to commit to a labeling or certification scheme.
What does free participation entitle you to?
It’s possible to participate free of charge to obtain synthetic results (you’ll get an average for each contact channel, as well as an initial comparison with your peers). Please note that the physical reception area is not visited.
Free places are limited , and we give preference to structures that have never taken part before. You will be notified at a later date whether or not you will be participating.
How much does paid participation cost?
Paid participation allows you to be automatically included in the panel and receive a detailed personalized report on your results, for the price of :
- 990 excluding VAT for local authorities with fewer than 10,000 inhabitants and related structures such as libraries or hospitals,
- and €1,250 excluding VAT for local authorities with more than 10,000 inhabitants.
- On request, we can also organize an oral presentation of your results by an expert for €800 plus VAT .
You can alsoregister several sites to get a more comprehensive overview of the structures in your area. Some organizations have already ordered customized assessments for all their sites. In this case, contact us for a personalized quote.
If you have any further questions, we’ll be happy to discuss them with you.
Join the barometer’s Linkedin group. We’ll be exchanging with you on a regular basis through surveys, testimonials and news.
Do you have a problem or a question? Our team is at your disposal.
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