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Citizen Experience

The Citizen Experience: the key to superior service.

«When the service excellence and citizen satisfaction are in order, the assessment of the Citizen Experience is the best way to establish and maintain standards of service for a municipality. »

«The Citizen Experience and the Mystery Citizen » in the Newsletters from L’Observateur: The Quebecers’ opinions from A to Z »

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CEP

The Citizen Experience Programs (CEP) from L’OBSERVATEUR are an invaluable tool for measuring the quality of the service. With thousands of mystery citizens recruited in Quebec, L’OBSERVATEUR is able to produce standardized and regular evaluations of the quality of service based on the Customer Experience Citizen Quality (CEQI©).

The CEQI© converts consumers opinions into figures and percentages. It acts as a thermometer: an actual customer satisfaction statistics spreadsheet. L’OBSERVATEUR offers a comprehensive assessment of the customer experience, easy to use, integrated and aiming to support the managers in their decision making and the implementation of measures to increase the satisfaction of individuals.

Based upon a scientific approach, which guarantees accurate and meaningful statistics on many levels, this program allows to quantify and qualify the nature of the service your employees give to your customers. L’OBSERVATEUR measures the perceived quality of your staff, products, organisation and efficiency.

The Mystery Citizen

The evaluations will be conducted by citizens of the municipality, recruited randomly or according to specific criteria developed with the managers, to ensure the achievement of the objectives of the evaluations to be conducted.

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The Evaluation Grid

L’OBSERVATEUR produces an evaluation grid that will be based on the customer requirements and that will respect the exploratory nature of the project.

If the evaluation involves interaction with a service representative, it will be defined through a detailed script to ensure the uniformity of the measurements.

Each evaluation leads to a bulletin that illustrates the results and associated comments. The bulletin also compares the score with all or specific parameters.