Citizen satistaction in Italy: results from an empirical research

The Italian public administration research consistently effective and efficient organizational models aimed at the full satisfaction of the user. A continuing problem is the use of a fair assessment mode of the services offered: from the results often depend economic interests related to incentive bonuses payable to executives and staff. It is understandable, therefore, the delicacy and difficulty of identifying tools, methods and interpretative criteria of citizen satisfaction investigations. This paper describes an empirical research carried out at the employment office of Province of Benevento in Italy. Online questionnaire they were evaluated some aspects of the service provided to users. They have participated for about 10% of the users. The results diverge significantly compared to similar surveys carried out in the same context with different methodologies. Even within the limits of the method used, the project can be easily exported to other offices of public administration, considering its low costs, provided that it registers an actual need for transparency.