Accenture Citizen Experience Study -- Summary

Polls routinely capture voters' opinions of individual politicians. Private-sector surveys often gauge customers' satisfaction with products and services. But until now, there was no single instrument to measure citizens' perceptions of government.

The Accenture Institute for Public Service Value has created the Citizen Experience Study to fill that void. The Accenture Citizen Experience Study measures the level of connection and engagement that citizens in 13 geographies feel with their governments. More specifically, the study captures citizens’ perspectives on the importance of 16 government actions—and their opinions on how well government is currently performing each of those actions.

Read about the 2009 Accenture Citizen Experience Study
Review our Research Approach
Learn about the Accenture Public Service Value Governance Framework
Download the 2009 Executive Overview [PDF, 3MB]

* Recognizing that every geography has unique cultural, socioeconomic and other characteristics, the Accenture Institute for Health & Public Service Value 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.