http://www.publictechnology.net/modules.php?op=modload&name=News&file=article&sid=2467
"A major survey by The Work Foundation, sponsored by Adobe, asked citizens and public sector workers what high quality, customer-focused, efficient services look like. The research found that both public service workers and citizens want services with high levels of customer satisfaction, offering taxpayers value for money and with competent and satisfied staff. 83% of public workers and 68% of citizens believe that customer satisfaction is the best indicator of a high quality public service. "
