The ‘Satisfaction Index’ is a corporate qualitative performance indicator for the Commission web presence. A specifically designed survey measures the real experience of citizens in trying to complete what they came to do on the Commission web presence, and identifies what they want us to improve (the ‘Take Action’ score). The survey was carried out for the first time in 2014, resulting in a baseline Satisfaction Index of 60%. An iteration was carried out in 2018 resulting in a Satisfaction Index of 64%.
How it works:
Extensive research and testing have identified 13 factors as key to the online customer experience (www.customercentricindex.com). Each of the 13 factors is represented with a positive and a negative aspect (26 in total: see chart below). People who indicate they are daily, weekly or monthly visitors are asked to select up to three factors that best describe their experience when trying to complete tasks on a European Commission website (first-time and infrequent visitors are considered to have either no experience or insufficient experience).
The survey results are the basis for calculating the Satisfaction Index and the Take Action Score.
The Satisfaction Index is the sum of all positive votes from visitors who are not Commission staff.
Another visualisation of negative vs positive votes:
The Take Action Score indicates where to focus resources to make the maximum impact on user satisfaction. It is calculated based on:
The Take Action score is:
The red shading in the “Take Action” column indicates the order of priority (dark red = high priority).
1. How often do you use a European Commission website?
(This question is used to filter out people who visit the EC page for the first time. First time visitors are thanked for their participation and not asked any further questions.)
2. Are you usually able to find what you need on European Commission websites?
3. Select up to 3 factors (from the list below) that BEST DESCRIBE YOUR EXPERIENCE when trying to complete tasks on a European Commission website.
Clear menus and links
Cluttered layout / hard to read
Confusing menus and links
Easy to contact a person
Easy to participate / give feedback
Fast to do things
Full of jargon, corporate speak
Gives me the facts / transparent
Hard to contact a person
Hard to participate / give feedback
Has ratings, reviews, recommendations
Has no ratings, reviews, recommendations
Helpful search results
Looks attractive / appealing
Looks unattractive / unappealing
Misleading, not transparent
Poor search results
Simple layout / easy to read
Slow to do things
4. How old are you?
18 - 24
25 - 34
35 - 44
45 - 54
55 - 64
5. Are you currently
6. Do you work in: (Question for ‘Employed’ and ‘Self-employed’ only)
Private sector: micro companies (<10 employees)
Private sector: small companies (10-49 employees)
Private sector: medium-sized companies (50-249 employees)
Private sector: large companies (>250 employees)
Non-profit, NGO, civil society organisation
Public sector: national
Public sector: local, regional
Other international organisations (non-EU)
Other (please specify)
6a. In which EU institution do you work? (Question for ‘EU institutions’ only)
Council of the European Union
Court of Justice of the European Union (CJEU)
European Central Bank (ECB)
European Court of Auditors (ECA)
European External Action Service (EEAS)
European Economic and Social Committee (EESC)
European Committee of the Regions (CoR)
European Investment Bank (EIB)
European Data Protection Supervisor (EDPS)
7. Do you work as a
Teacher, professor, researcher (academia)
Researcher, scientist (business)
Lawyer, legal professional
Lobbyist, interest representative
Journalist, media professional
Manager, project manager
Other (please specify)
8. Where do you live
(list of all countries in the world)
9. When visiting a European Commission website, what language would you prefer the content to be in?
(list of 24 languages)
10. If that language was not available, what would be your second choice?
(list of 24 languages)
11. Do you mainly engage with the European Commission as a
12. Which of the following devices do you normally use when visiting European Commission websites?
13. The following content areas make up our web presence. Please select the ones you visit regularly.
Live, Work, Travel in EU
About the EU
News, Publications, Events
Research and innovation
Aid, Human Rights
Jobs at the European Commission
EU Regional and Urban Investment
The Europa Web Guide is the official rulebook for the European Commission's web presence, covering editorial, legal, technical, visual and contractual aspects.
All European Commission web sites must observe the rules and guidelines it contains.
Web practitioners are invited to observe its contents and keep abreast of updates. More information about the web guide.