2026년도 공공기관 고객만족도 조사 기본설계 설명 영상

Summary

Key Points

• The manual is organized into six sections that cover the survey overview, schedule, design direction, data submission requirements, and use of the PCSI communication website. 1:00
• The survey follows Article 13 of the Act on the Management of Public Institutions, is managed by the Ministry of Economy and Finance, and uses the PCSI 2.0 model integrating satisfaction, service quality, discrepancy, and public satisfaction indicators. 1:26
• Telephone interviews are the primary method, supplemented by online/email and on‑site surveys, with the method selected for each institution during the basic design stage. 1:49
• Target scores are set based on the average of the past three years, graded from Very Excellent to Very Poor, and linked to public communication indicators for enterprises and quasi‑government agencies. 2:15
• The basic design agency, survey management firm, and fieldwork agency coordinate through a dedicated PCSI website separate from the Ministry’s network. 2:56
• New 2026 features include explicit survey objectives, defined customer definitions, advance notice to improve response rates, and the addition of online surveys for widely used public services. 5:16
• Contracting now requires each public agency to sign directly with the survey management company, with stricter penalties for misconduct and mandatory responsibility pledges from agency heads. 6:37
• The Social Responsibility item is replaced by a Public Satisfaction Index composed of Agency Identity and Innovation Efforts, assessing whether agencies meet their founding purposes and innovate services. 6:52
• Accurate basic data—including detailed organizational information, customer counts for Oct‑Dec 2025 and Jan‑Sep 2026, budget/revenue/personnel ratios, and past survey results—must be prepared using specified templates and submitted through the PCSI communication website’s bulletin boards. 27:42