The "National Satisfaction Index with Performance of State Entities" stood at 4.47 in the last fiscal year (ended March 19, 2020), indicating a 13.96% decline compared with 5.20 in the year ending March 20, 2019.
The rating scale is from 1 to 10, with 1 marking the best performance and 10 being the poorest. In other words, the decline in the index is indicative of performance improving at provincial and national levels by state entities in four areas: the ease of administrative procedures and efficiency in offering services (with a score of 4.49), the fair and timely handling of complaints (4.56), the conduct of their staff with business owners (4.12) and transparency and information dissemination concerning their services (4.69).
The survey was launched on May 12, 2020, to cover the performance of 44 organizations through Computer Assisted Telephone Interviews for over 60 days.
The highest level of satisfaction in the last fiscal year was recorded for the State Welfare Organization of Iran (3.7), the Ministry of Cultural Heritage, Handicrafts and Tourism (4.05), and the Institute of Standards and Industrial Research of Iran (4.06), whereas the lowest level of satisfaction was posted for the Central Bank of Iran (6.73), municipalities (6.04) and Social Security Organization (4.97).
State entities in South Khorasan (4.03), West Azarbaijan (4.06) and Yazd provinces (4.25) managed to secure the highest level of satisfaction from their customers. On the contrary, those in Tehran (5.01), North Khorasan (4.87) and Isfahan provinces (4.66) failed to win over business players.
Economic operators were happy with the services offered by state agencies in the agriculture sector (4.41) compared with those in services (4.46) and industrial (4.48) sectors.
Iran Chamber of Guilds, Iran Chamber of Cooperatives and Iran Chamber of Commerce, Industries, Mines and Agriculture had the highest level of satisfaction with the performance of state entities.
The Atomic Energy Organization of Iran, the Statistical Center of Iran and State Welfare Organization of Iran were regarded as agencies with the least level of interaction with economic operators.
On the other hand, government banks, the National Iranian Taxation Administration and the Ministry of Industries, Mining and Trade were found to have the highest level of engagement with business owners.