Using customer satisfaction as a measure of service quality.
The Social Insurance agency of Nghe An province is currently conducting an assessment of the satisfaction level of organizations and individuals with the implementation of social insurance, unemployment insurance, and health insurance policies throughout the province. Feedback from real-world experiences will help the agency review the quality of service, identify shortcomings, and continue to improve.
Content:Thanh Chung| Design:Huu QuanAugust 26, 2026
The Social Insurance (BHXH) agency of Nghe An province is currently conducting an assessment of the satisfaction level of organizations and individuals with the implementation of social insurance (BHXH), unemployment insurance (BHTN), and health insurance (BHYT) policies throughout the province. Feedback from real-world experiences will help the BHXH agency review the quality of its services, identify areas for improvement, and continue to make progress.
Measuring the satisfaction levels of citizens, organizations, and businesses is one of the channels through which the Nghe An Provincial Social Insurance Agency can gain a more objective perspective on the quality of its services.
After completing the retirement benefit procedures at the Reception and Results Return Department of the Nghe An Provincial Social Insurance, Mr. Nguyen Doan Hien (born in 1971), residing in Vinh Loc ward, was instructed to scan a QR code to evaluate the quality of service.
Mr. Hien said that the procedure went smoothly, the staff provided enthusiastic guidance, and his application was processed earlier than the stipulated time. For him, being able to directly evaluate the transaction process gives citizens another channel to provide feedback on the quality of service.
I find this survey very appropriate because it helps the Social Insurance agency understand the thoughts and aspirations of the people in order to better fulfill its duties.”
Mr. Nguyen Doan Hien - Vinh Loc Ward
Participating in the satisfaction assessment, Ms. Pham Thi Hang (born in 2002), residing in Truong Vinh ward, came to the Nghe An Provincial Public Administration Service Center to register for social insurance for the first time for her unit.
According to Ms. Hang, the procedures were clearly explained and easy to understand, and she did not encounter any difficulties during the process.
Direct feedback from service users helps the Nghe An Provincial Social Insurance agency gain a more realistic perspective on transactions, thereby evaluating the implementation of policies and services, as well as identifying issues that need further adjustment.
According to Mr. Hoang Van Minh, Director of the Social Insurance Department of Nghe An province, assessing the level of satisfaction of organizations and individuals with the implementation of social insurance, unemployment insurance, and health insurance policies is an important basis for the social insurance agency to objectively evaluate the quality of service.
The objective of the survey is to record the opinions and assessments of organizations and individuals regarding the implementation of social insurance, unemployment insurance, and health insurance policies and services in the province; to identify areas of success and shortcomings that need to be addressed. Through this, the Nghe An Provincial Social Insurance agency will have a more practical basis to continue reforming administrative procedures, improving the quality of service delivery, and promoting digital transformation.
Notably, the survey content did not focus solely on whether people were "satisfied or dissatisfied." The opinions also reflected the perceptions and assessments of organizations and individuals regarding the service process, while simultaneously documenting the needs and expectations of service users from the Social Insurance agency.
According to Mr. Minh, this approach helps the Social Insurance agency gain more information from reality, instead of just focusing on the quality of service from the policy-implementing units. The survey results will help identify shortcomings in the process of handling administrative procedures and providing services by the Social Insurance agency as well as other agencies and organizations implementing social insurance, unemployment insurance, and health insurance policies.
The Director of the Social Insurance Department of Nghe An province emphasized: A survey is only truly meaningful when the feedback is objective, honest, and accurately reflects the experiences of people and organizations in the process of implementing the policy.
Based on these opinions, the Social Insurance agency gains another practical information channel to understand what is being done well, what is still lacking, and the needs of service users.
Based on the survey results, the Nghe An Provincial Social Insurance agency continues to improve the quality of service, better ensuring the rights of participants and beneficiaries of social insurance, unemployment insurance, and health insurance; at the same time, it proposes solutions to improve the quality of service delivery, gradually better meeting the needs of individuals, organizations, and businesses.
Every suggestion and feedback from you and your organization will serve as a basis for the Nghe An Provincial Social Insurance agency to continue improving the quality of service to the people and businesses.
All information provided by organizations and individuals will be kept confidential in accordance with the law and will only be used for surveying, compiling statistics, analyzing, and evaluating the quality of services provided by the Social Insurance agency; it will absolutely not be used for any other purpose.
