Citizen and Resident Satisfaction with Public Services in Qatar : And the impact on quality of life

Abstract

In Qatar notable differences in public service satisfaction exist across individual state services, across nationality groupings, and across demographic categories. Among all citizens and residents, however, there is an empirical link between satisfaction with state services and overall perceptions of quality of life. Policymakers should thus study efforts to collect regular and systematic data on the performance of key public institutions, including through the collection of consumer feedback. Efforts to solicit user feedback could be expanded via automated requests sent via text message as already implemented by some companies in Qatar (e.g., Ooredoo). Survey and nonsurvey based evaluations could then be used to construct a summary rating – in the manner of the American Consumer Satisfaction Index or the French Public Services Barometer – that is advertised publicly in order both to showcase high-performing institutions and to encourage improved service among lower-performing entities.