2019 Survey of Civil Service Customer Satisfaction Survey Results

The Minister for Public Expenditure and Reform, Paschal Donohoe, TD and the Secretary General for the Department of Public Expenditure and Reform, Robert Watt, today published the results of the Civil Service Customer Service Satisfaction Survey 2019, commissioned by their department.

This is the eighth survey (since 1997) that has been carried out among the Irish public to determine satisfaction levels with services received from civil service departments and major offices. The survey also captures general perceptions of, and attitudes to, the civil service. The overall satisfaction levels for service delivery and outcome are the highest recorded to date:

• 85% of customers were satisfied with both the service received (up from 83% in 2017 and 76% in 2015) and the outcome of their most recent contact with the civil service (up from 82% in 2017 and 76% in 2015);

• 89% indicated that service levels are mostly meeting or exceeding expectations (up from 87% in 2017 and 83% in 2015);

• Dissatisfaction is at its lowest level since 2009. Dropping from 39% in 2009 to 20% in 2019;

• The public’s perceptions of civil service efficiency, trust, independence and equality have all improved since 2017;

• Confidence that any personal data supplied to the civil service would be securely managed has improved (up 9 points to 68% since the 2017 survey). As GDPR was introduced in 2018, an increase in this score is particularly positive.


Full Press Release is available on the Department of Public Expenditure and Reform Website, here.