01
Access and waitHow long, at which stage, and whether it was explainedSector
Government and Public Sector Research in Oman
Service delivery and stakeholder perception measured independently, so the finding carries weight inside the organisation.
In short
Does Quantum Gulf Marketing work with government bodies in Oman?
Yes. Public sector service delivery is part of our sector coverage, and stakeholder satisfaction measurement for government and quasi-government organisations is work our network delivers in the Sultanate. The reason public bodies commission an outside agency is independence: an internally collected satisfaction score is discounted by everyone who reads it. Our role is to produce a measurement that the organisation's own leadership, its ministry and its external stakeholders can all accept as a fair account of what is happening at the counter.
Public bodies commission an outside agency for one reason above all: independence. A satisfaction figure collected by the organisation being assessed is discounted by everyone who reads it, including that organisation's own leadership. Our role is to produce a measurement the leadership, its ministry and its external stakeholders can all accept as a fair account of what happens at the counter. Full methodological documentation is standard, because public sector procurement and audit both require it.
- Scope
- Service centre delivery, citizen experience, external stakeholder satisfaction
- Methods
- Mystery shopping, satisfaction surveys, stakeholder interviews
- Independence
- Collected and reported by an outside agency
- Languages
- Arabic and English
- Coverage
- All 11 governorates
What we measure
The things that decide this category.
02
Process clarityWhether the requirement was explained the same way twice03
DocumentationWhether the list of required documents is accurate04
Staff conductCourtesy, competence and consistency at the counter05
Digital channelThe same service attempted online, scored the same way06
ResolutionWhether the citizen left with the outcome they came for07
Stakeholder perceptionHow partner organisations rate the relationship08
Regional consistencyWhether the service is the same outside the capitalQuestions
Common questions
Why use an external agency for this?
Independence. A satisfaction figure collected by the organisation being assessed is discounted by everyone who reads it, including the organisation's own leadership.
Can you measure external stakeholder satisfaction?
Yes. Structured satisfaction and perception measurement among the external stakeholders of public and quasi-public bodies is part of our network's work in Oman.
Do you cover service centres outside Muscat?
Yes, and the regional comparison is usually the most useful part of the result.
Can research be conducted in Arabic?
Yes. Fieldwork, moderation and reporting are all available in Arabic.
Can you compare against other public bodies?
Against published benchmarks and against comparable service journeys, yes, with the limits of any such comparison stated clearly.
Is the methodology documented for procurement?
Yes. Full methodological documentation is standard, because public sector procurement and audit both require it.
Start here
Tell us the question.
We will tell you how to measure it.
Send us the business decision you are stuck on. You will get a straight answer on whether research can settle it, what it would take, and what it would cost.