A standardized survey of satisfaction among service users, employees and business partners in social work centres has evolved as a measuring instrument due to the increasing need for evaluation of work quality in social protection institutions.

The tool we have developed allows us to continuously monitor our satisfaction every year. Questionnaires for employees and users of services were developed with the help of experts from the field of work of social work centres. In doing so, it is precisely the unified methodology – uniform survey questionnaires, uniform data collection and uniform data processing – that, in addition to monitoring annual trend, also enables comparison between related organizations, i.e. between all social work centres that are included in the satisfaction survey in the current year.

From the analysis of the set of questions or statements that make up the measuring instrument, the organization obtains information on its weak and strong areas and opportunities for improvement and development. However, in order to monitor the impact of changes and improvements introduced in an organization, we also look at change trends in particular area. At the same time, the results of the analysis also allow the use of individual indicators as success benchmarks. The analysis is therefore highly professional and based on advanced statistical and analytical skills.