Public & Semi-Public Services 

Background  /  Solutions / References 

In the last years the public and semi-public institutions show an increasing need for external support with market research services.

Some reasons for this trend are the need to be more customer- and market-oriented and the ongoing (semi)-privatization of public services. Furthermore, also the public sector needs to prove the efficiency of its activities. Therefore, modern parameter-based management tools become increasingly important (e.g. Balanced Scorecards), where the data is, at least partly, based on external surveys (e.g. customer satisfaction analysis).

Customers in the public /semi-public sector include:

Municipal/public IT service providers

• Facing issues with formation of companies with limited liability, fusions or strategic alliances, to better use synergies and stand the increasing market pressure
• Trying to approach markets outside of their existing regional customer area

Or

Mutuals/ employers mutual insurance associations

• Evaluation of their activities in the context of occupational health and safety monitoring of their member companies due to legal requirements (e.g. new accident prevention directive BGV A2)

Or

Social security funds

• Analysis of customer satisfaction and image in various segments in the context of the mandatory membership – the analysis is used as basis for a differentiated customer communication.