Satisfaction Surveys

Beneficiaries of the Institut des Finances Basil Fuleihan Satisfaction Survey

InfoPro was commissioned the study by the IOF under the Transparency and Accountability Grant (AMIDEAST). The main objective of the study was to assess the effectiveness of the activities and services carried out at IOF including trainings, publications, and library services. The project focused on assessing the usefulness and benefits of the services provided by IoF through a quantitative and qualitative research approach. The quantitative segment entailed that InfoPro conduct 1,500 Computer Assisted Telephone Interviews (CATI) with IOF’s beneficiaries. The aim of the interviews was to identify the types of training courses required, the compliance of the training courses with the needed skills, trainees’ comprehension of the theoretical and practical components of the trainings, the main strengths and weaknesses of IOF’s services, and the beneficiaries’ satisfaction with the various aspects of IOF’s services. While the qualitative segment consisted of 21 in-depth interviews conducted with the heads of departments at the Ministry of Finance and aimed at determining the required skills and the effectiveness of IoF’s trainings in improving the trainees’ skills.


Ministry of Finance Citizen Satisfaction Survey

The Ministry of Finance commissioned InfoPro to carry-out a customer satisfaction study in order to assess the satisfaction of the public towards their dealings with the various ministry departments / bureaus. The study was segmented into two phases; phase 1 – entailed conducting in-depth interviews with all department heads of the Ministry of Finance while phase 2 entailed conducting face-to-face interviews with citizens who have dealt with the Ministry of finance on a prior occasion. InfoPro kick-started the project by conducting in-depth interviews with the Ministry of Finance department heads. The aim of the interviews was to identify the services provided by the Ministry of Finance departments, assess the internal and external problems that they face, in addition to mapping the everyday procedures and operations of the various departments / bureaus. Assessments were also carried out to assess the services provided by the Ministry of Finance employees, infrastructure of the Ministry of Finance, websites of various directorates etc. This phase would allow InfoPro to structure the survey for the second phase – the citizen satisfaction survey. For the citizen satisfaction survey, InfoPro interviewed a sample of 2,000 individuals who have dealt with the Ministry of Finance on a prior occasion. The interviews delved into the services that they usually utilize, problems / obstacles that they have faced, suggested improvements, in addition to other pertinent issues. The Ministry was then provided with short and long term recommendations that would enhance their services.