Standardized survey of satisfaction among residents, relatives and employees of retirement homes has evolved as a measuring instrument due to increasing need to evaluate the quality of work in social protection institutions. Research model for satisfaction measurement is based on the measurement of two dimensions: satisfaction with an individual service and its importance, which first determines the state of satisfaction with a particular service, and then provides information on the level of expectations or needs achieved in this field. The smaller the gap between these two dimensions, the higher the level of satisfaction of the individual’s needs.

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.