Public Satisfaction Survey - Measuring Public Perception to Drive Service Excellence in Government Institutions

Deliverable Process: Public Satisfaction Survey (SKM)

Entrust your SKM implementation to our expert team. We support every stage—from survey design to final report preparation—to ensure accurate, valuable results that comply with regulations.

1. Survey Planning & Design

Preparing a targeted survey strategy and instruments.

• Identifying the service units to be surveyed
• Customizing the questionnaire based on Kemenpan RB standards
• Survey distribution strategy (online, offline, or hybrid)

2. Survey Implementation

Conducting data collection using the agreed method.

• Distributing questionnaires to target respondents
• Monitoring response quantity and quality
• Providing technical support for online surveys (if needed)

3. Data Processing & Analysis

Processing and analyzing survey results using statistical methods.

• Calculating the Public Satisfaction Index (IKM)
• Segmenting results by unit/service
• Identifying priority areas for improvement

4. Report Preparation & Recommendations

Developing a comprehensive report with visuals and strategic input.

• Complete IKM report (figures, graphs, analysis)
• Improvement recommendations based on findings
• Executive summary for leadership

5. Final Deliverable

Delivering documents and presenting survey results.

• Full IKM report & recommendations
• Compliance checklist document
• Raw data files (optional, upon request)
• Results discussion session with the client team