The Client Satisfaction Survey (CSS) 2025 was conducted by the Bhutan Qualification and Professional Certification Authority (BQPCA), Ministry of Education and Skills Development (MoESD), as part of its commitment to continuous service improvement, accountability, and client-centred regulation.
A total of 449 clients across all councils and service categories participated in the survey. Using a mixed method approach, client perceptions were assessed across four key service dimensions: promptness of service delivery, timeliness, process efficiency, and staff professionalism.
The survey results demonstrate a substantial improvement in overall client satisfaction, which increased from 46% in 2024 to 61.5% in 2025. The low dissatisfaction rate (6%) indicates improved service reliability, while neutral responses highlight areas requiring further enhancement.
Staff professionalism continues to be a key institutional strength, with 64% of respondents rating staff conduct as professional and ethical. Significant progress in digitalisation was also acknowledged, particularly the transition from paper-based processes to online and hybrid service delivery modes.
The survey further identified priority areas for improvement, including:
- Timeliness of service delivery
- Website functionality and system stability
- Grievance redress mechanisms
- Process clarity and fee structures across councils
Based on these findings, BQPCA will implement targeted, council-specific action plans, strengthen digital infrastructure, and establish dedicated client support mechanisms. The CSS will continue to serve as a strategic performance monitoring tool to guide institutional reforms and enhance public trust.
Acknowledgment
BQPCA sincerely thanks the CSS 2025 team for their dedication, rigorous data collection, and analytical efforts, which have provided valuable insights to support continuous improvement in service delivery.
📄 The full Client Satisfaction Survey (CSS) 2025 Report is attached for reference.