Bahrain Customer Satisfaction Index (BHCSI) is an annual comparison analysis study between the users and non-users in terms of awareness, usage trends and impact of demographic data conducted annually by a team of experts from the University of Bahrain’s College of Information Technology. The university is one of iGA’s technology partners.
After a comprehensive research, iGA and the University of Bahrain saw the need that the Customer Satisfaction Index (CSI) should be based on a well-recognized international standard such as American Customer Satisfaction Index (ACSI), Customer Satisfaction Index for Singapore (CSISG), Hong Kong Customer Satisfaction Index (HKCSI) and the Swedish Customer Satisfaction Index (SCSI).
In addition, it should not only be a systematic model on conducting the customer satisfaction survey based on international recognized standards but also allow benchmarking internationally.
Based on two well-recognized international standards; in 2014, the Strategic Decision Support Studies (SDSS) group at the University of Bahrain introduced the Bahrain Customer Satisfaction Index (BHCSI) model for the first time - designed specifically for the public sector.
It measures the Customer Satisfaction for eGovernment services at service category level for the three different stakeholders - Individual, Business and Government. It is based on the scientific formula of computing the sample size for the better generalization of the results, the sample selection. The study measures the following to cover the three stakeholders:
- Awareness of the eGovernment program, eService and channels
- Usage of the eServices and channels
- Satisfaction of channels
- Bahrain Customer Satisfaction Index (BHCSI)