The Key Drivers of Satisfaction with Public Services
This research for the Cabinet Office examined the most important aspects of service provision that drive overall satisfaction with public services. The study asked a representative sample of the general public about their experiences of a range of public services, and analysed the findings to see whether a generic set of key drivers could be found. As a result, we identified a set of five key drivers of satisfaction with public services: delivery, timeliness, information, professionalism, and staff attitude. This research has been influential across government - the recent Charter Mark Review recommended that these key drivers should help form the basis of the new Charter Mark standard.