Pesquisa de satisfação nas ouvidorias gerais dos estados: aplicação e modelos

Abstract

The legislation in force has required the public sector to provide instruments for the citizen to evaluate the public services provided. This article aims to analyze the satisfaction survey models adopted by the state general ombudsmen with their users, considering aspects such as form of application and elaborated questions. For this, a questionnaire was applied with all the states and the DF, obtaining a sample with 23 federative entities, whose results were analyzed through a qualitative approach. The information collected allowed us to identify that, from this sample, nine general ombudsmen (39.13%) do not apply satisfaction surveys, having as main reason aspects related to technological support; while the others (60.87%) apply, however, without a defined standard as to the questionnaire model adopted. The main difficulty in the elaboration of the surveys involves the definition of questions and the majority of the ombudsmen follow their results, including through indicators, aiming at improvements.