Customers' and professionals' satisfaction in social programs assessment

Abstract

The study of customers´ satisfaction is usually included in most of the quality management models and it is a relevant element in any process of assessment and improvement of services. This trend, deeply rooted in the private field, has also spread over the public services and in social services.

This paper sustains the relevance of developing satisfaction studies in general social services, not only from customers´perspective, but also from professionals. It is a proved trend that citizens make a good judgement of social services provision, in line with several opinion polls about public services in Spain. On the same line, although there are little studies about people working in social services opinion, it is relevant the high satisfaction expressed by front line staff, that shows an important vocation in most of  social services employees.