Accenture Citizen Experience Study: Our Research Approach

• Australia
• Canada
• France
• Germany
• Hong Kong
• India
• Italy
• Japan
• Mexico
• Singapore
• Spain
• United Kingdom
• United States

 
We asked respondents to think about 16 government actions that would help improve social and economic conditions in their countries. We also asked respondents to rate importance—how critical the action is—and performance—how well government is delivering in that area. We then created a visual representation of respondents’ ratings—illustrating each government’s relative strengths and weaknesses.
  
In addition, we asked respondents for their perspectives on some other specific public service areas and issues—including top-of-mind social and economic conditions, trust in government to improve quality of life and personal involvement in public services.

The data were weighted to be representative of the general populations of residents age 18 or older, with the exception of India. India data were weighted to be representative of the online population of residents age 18 or older. Interviews were conducted between June 11, 2008, and August 15, 2008. Most interviews were conducted online, with supplemental telephone interviews in some countries to gain representative samples. Recognizing that every country has unique cultural, socioeconomic and other characteristics, we did not design the survey instrument to compare and contrast performance by country or by region, and the results are not intended for such purposes.
 
Learn how each geography scored and how, by applying the Accenture Public Service Value Governance Framework, governments and public service organizations can help foster stronger, more collaborative relationships with the people they serve.