At the AOC we work to make public sector digital services useful, simple and accessible. But beyond technical indicators or volume of use, there is a key element to evaluate the success of the services: the real experience of users.
For this reason, for years, we have been promoting a continuous satisfaction survey system which allows us to listen directly to citizens and administration staff, and convert this information into concrete improvements.
Why do we conduct satisfaction surveys?
Surveys are not a one-time exercise but a strategic tool that allows us to:
- Find out the degree of satisfaction with the AOC's digital services.
- Detect strengths and areas for improvement in the user experience.
- Prioritize actions based on objective data.
- Evaluate the real impact of digital transformation on the day-to-day lives of citizens and administrations.
- Moving towards a model of public governance based on data
Listening to users is essential to guarantee people-centered digital public services.
How do we do surveys?
AOC satisfaction surveys are directly integrated into digital services. When a person completes a procedure or uses a service, they can evaluate their experience in a voluntary, quick and simple way.
The system combines:
- Quantitative questions, such as the satisfaction scale or the NPS adapted to the public sector.
- Open comments, where users explain in their own words what has worked and what could be improved.
This model allows us to collect a very broad and diverse sample, with nearly 20.000 monthly surveys, which makes the AOC one of the public organizations with the most user experience data in the country.
How do we analyze the data?
The high volume of surveys makes the use of advanced analysis technologies essential. During 2025, the AOC has taken a step forward by incorporating generative artificial intelligence to analyze open-ended survey comments.
This technology allows us to:
- Group comments by topic (usability, clarity, incidents, support, etc.).
- Identify patterns and recurring problems automatically.
- Detect emerging trends in almost real time.
- Complement quantitative analysis with valuable qualitative information.
Satisfaction data is subsequently integrated into dashboards that facilitate decision-making and monitoring the evolution of services.
What results have we obtained in 2025?
The data collected during 2025 confirm a very positive assessment of the AOC's digital services:
- 80% of users declare themselves satisfied or very satisfied with digital services.
- Loyalty indicators (NPS adapted to the public sector) remain at positive values, a sign of trust and recommendation.
- The ratings show a sustained improvement in aspects such as ease of use, time savings and availability of services.
- Open comments also reflect the positive impact of digitalization on the relationship with public administrations.
These results not only endorse the work done, but also reinforce the importance of continuing to listen to users to continue improving.
A commitment to continuous improvement
Satisfaction surveys are a key part of the AOC model: measure to understand, understand to improveEach response helps us make services clearer, more useful and more aligned with the real needs of the country.
We will continue to focus on data, innovation and the voice of citizens to build a more open, efficient and people-centered digital administration.
