AFNOR citizen experience barometer

Based on mystery shopping, on-site visits, online review platforms, and social media, it measures the key factors influencing user satisfaction: accessibility, responsiveness, courtesy, personalization, wait times, efficiency of transfers, and complaint handling.

Have a question? Need something specific? The AFNOR team is just a click away and ready to help!

The AFNOR Citizen Experience Barometer improves the quality of service for users.

Every year, the Barometer organizes mystery shopping in institutions that issue public services. These surveys are conducted by mystery shoppers who put themselves “in the shoes of users” and who make phone calls, send emails and letters, visit the website and social media platforms, and go to service locations (optional) with a list of objective criteria derived from standards such as Qualivilles or the " Public Services +" .

What does the barometer tell you?

• It allows you to assess your performance and identify areas for improvement based on best-practice benchmarks.
• You’ll receive an initial assessment that you can use to discuss the matter internally with elected officials, management, and staff.
• It is also a way to recognize the work done and the commitment of the teams, demonstrating that their efforts pay off, with the chance to win the AFNOR Citizen Experience Awards, which will be presented at a well-known industry event.
• And why not take it a step further and find out if your organization is ready to pursue a certification or accreditation program?

What is it based on?

• Mystery audits of your digital customer touchpoints: websites, online services, platforms, and social media.
• Mystery audits of your other traditional contact channels: phone, email, mail, and in-person visits.

What does it measure?

The main factors influencing user satisfaction:

• Accessibility
• Waiting time
• Responsiveness
• Transfer efficiency
• Courtesy
• Claims Management
• Customization

What is your budget?

You can participate for free to earn summary results (You’ll receive an average score for each contact channel, as well as an initial comparison with your peers.) Please note that the No in-person visit has been made .

Also, the free seats are limited and we give priority to organizations that have never participated before. We will notify you at a later date whether or not you have been selected to participate.

Paying to participate allows you to automatically part of the panel and to obtain a personalized assessment a detailed breakdown of its results, at a cost of:

• €1,000 (excluding tax) for municipalities with fewer than 10,000 residents and affiliated institutions such as libraries or hospitals,
• and €1,300 (excluding tax) for municipalities with more than 10,000 residents.
• "Upon request, we can also arrange for an expert to provide an oral presentation of your results for €800 (excluding tax) per site; if you have multiple sites, please contact us to discuss the scope of the presentation."

You can also register multiple locations to get a more comprehensive overview of the facilities in your area. Some organizations have already ordered customized assessments for all of their locations. In that case, please contact us for a personalized quote.

• visibility of your community,
• access to the most active Innovation, Service Quality, and Customer Relations communities to help advance the department,
• presentations during AFNOR webinars dedicated to local governments and regions.

Download the AFNOR Citizen Experience Barometer 2021 report
Download the AFNOR Citizen Experience Barometer 2022 report
Download the AFNOR Citizen Experience Barometer 2023 report
Download the AFNOR Citizen Experience 2024 Survey

How can your organization register for the AFNOR Citizen Experience Survey?

Registration is open online until February 28, 2026

1. You will be asked to provide administrative information about your organization, such as your Siret number and company name. Please have this information ready in advance!
2. You can then enter your contact information, whether you are a point of contact or a decision-maker within your organization.
3. Be sure to list all the venues you’d like to have audited and indicate whether you’d like a social listening audit.
4. Once you have completed the registration process, please download the order form, sign it, and return it to us.

Would you like to align your local government’s management with the SDGs and the 2030 Agenda? You might be interested in the AFNOR Public Performance Barometer.