A standardized survey of satisfaction among users, residents, relatives and employees in occupational activity centres (VDCs), training centres and 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 users, relatives and employees were developed with the help of experts in the field of work of VDCs and we organized a quality control circle, where 10 employees from different VDCs made a significant contribution to the development of the measuring instrument. A great deal of attention had to be paid to instruments for measuring user satisfaction and to tailored communication, to data collection with the help of supportive personnel who are very familiar with the characteristics of persons with physical and mental disabilities.

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 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.