Was This Helpful?: Analysis of Satisfaction Evaluation Instruments in Public Service Applications
Abstract
With the expansion of digital public services, the need for understanding the quality of these services and the level of satisfaction of the citizens served grows. To this end, web and mobile applications have used various instruments that aim to measure, during or right after the use, how satisfactory the experience of these users has been. Through exploratory research, to understand how these evaluations have been carried out and the variety of tools used, a data gathering was carried out in 25 web portals and 9 mobile applications of Brazilian state governments. Elements of standardization and adequacy of the instruments were observed in relation to the evaluated services. As partial results of the ongoing study, it was noticed, from qualitative and comparative analysis, an inconsistency in the occurrence of these instruments, including in the same portal or application, a lack of clarity as to what is sought to be evaluated with the included tools, which reveals a poorly defined methodology.
