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Public Sector & Social Impact

Insights on public sector research, social impact, policy evaluation, community studies, and impact measurement.

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DATA FOR BUSINESS

High Satisfaction but Some Groups Still Have Problems: How Should You Read the Data?

A high Satisfaction average does not mean every population group is having a good experience. Looking only at the Total Score can hide problems affecting particular locations, service channels or groups. Better analysis combines the average with distributions, subgroup gaps and sample sizes before setting improvement priorities.

PRACTICAL MARKET RESEARCH

What Should a Citizen Survey Measure Beyond Satisfaction?

A Citizen Survey should not ask only whether people are satisfied. To turn feedback into service improvement, it should also examine access, ease and speed, quality, fairness, responsiveness, and outcomes so the Satisfaction score can support a real decision.

DATA FOR BUSINESS

Do High Participant Numbers Mean a Programme Is Successful?

A high number of participants shows that a programme is reaching people, but it does not automatically mean the programme is successful. Good evaluation separates Participation and Outputs from Outcomes and Impact, then measures results against the programme’s actual objectives.

DATA FOR BUSINESS

Does High Citizen Satisfaction Mean Public Services Are Performing Well?

High citizen satisfaction is a positive signal, but it does not prove that a public service performs well in every dimension. This article explains what satisfaction measures, what it does not measure, and which KPIs should be reviewed alongside it before making service improvement decisions.