000			01862pab a2200169 454500
008			180718b2010 xxu||||| |||| 00| 0 eng d
100			_aHoward, Cosmo
245			_aAre we being served? a critical perspective on Canada's citizens first satisfaction surveys
260			_c2010
300			_ap.65-83.
362			_aMar
520			_aBackground: citizen satisfaction surveys are used in many jurisdictions to measure attitudes towards public services and inform service delivery improvement strategies. Canada is regarded as a world leader in the field due to its internationally influential Citizens First surveys, Aim: This study aims to determine the soundness of the design, execution and reporting of Canada's Citizens First surveys. Method: it presents a critical methodological review drawing on several social scientific paradigms including survey research, interpretivism and post-structuralism. Results. The citizens first surveys contain significant problems in terms of sample representativeness, validity of causal claims and treatment of subjective opinions. these surveys can also be criticised for the influence they have had on the direction of public service reforms. Survey findings have been invoked to support the shift to private sector models of delivery and encourage a narrow and passive view of the role of the citizen in official decision-making. These developments conflict with other realities and values in contemporary administration and governance. Conclusion: Canada's citizen satisfaction surveys contain important methodological weaknesses which must be acknowledged and rectified if reformers wish to extend the scope and effectiveness of current service delivery innovations. - Reproduced.
650			_aPublic administration
773			_aInternational Review of Administrative Sciences
908			_aN
909			_a86658
999			_c86658 _d86658