Satisfaction, Voice and Choice in European Public Services. COCOPS Policy Brief

Abstract

This policy brief summarises some of the key findings from research on satisfaction, voice and choice in European public services as part of a work package of the COCOPS project. It is based on an analysis of existing research and original research undertaken under the project. The reports from the COCOPS project are available at www.cocops.eu. This report summarises the state of the art about regulation and public services, or services of general interest, from the consumers’ perspective, especially consumers’ satisfaction. The political and academic interest of analyzing consumers’ satisfaction towards public services is described, as well as the main research analyzing trends in consumer satisfaction through time and across the EU. Trends and insights about consumers’ satisfaction, varying with socioeconomic characteristics, are described. Conclusions are drawn and recommendations made for policy and research with the aim of improving regulation and the functioning of markets from the consumer’s point of view. We find that satisfaction and voice behaviour about services is influenced by educational level and occupation, suggesting that there are some categories of disadvantaged consumers that are benefiting less from liberalised public services than others. We suggest ways in which measurement of these aspects of service delivery could be improved.