The Customer Service Department (Contact Centre) of the National Agency on Corruption Prevention (NACP) has processed the results of the annual survey of users of the Register of Declarations. The survey, which is traditionally conducted during the declaration campaign, involved 3,367 respondents.
The survey results showed the following trends.
- Satisfaction with the Register's work is growing
50% of respondents gave the Register the highest rating of 10 out of 10, which is 7% more than last year.
Since the beginning of 2023, the NACP has been measuring user satisfaction during their interaction with the Register. These are the NPS (Net Promoter Score) and CSI (Customer Satisfaction Index) indicators. This year, they are 66% and 86%, respectively. For the first time in two years, they have reached the ‘gold standard’ usually used in the private sector (NPS 60% +, CSI 85% +).
- The Register has become more user-friendly, and technical errors are becoming less frequent
This year, 59% of users, compared to 47% in 2024, were able to complete the declaration without any difficulties or questions. 71% spent no more than a few hours completing the document, including 39% who spent less than an hour.
The vast majority of users (91%) noted that the most useful tool for them when filling out the declaration was the hints for the fields in the Register itself. The ‘Data for the declaration’ function received 73% positive feedback, and ‘Auto-fill’ was rated positively overall by declarants, although they noted that it needs improvement. It was used by 49% of respondents.
Two-thirds of users (63.7%) did not encounter any technical errors when working with the Register. This figure has improved by 5% compared to last year.
According to respondents, satisfaction with the Register is increasing, in particular due to:
- simplification of the section of the declaration concerning banking institutions,
- the addition of new tips, descriptions of sections of the declaration, and links to video instructions to the Register,
- the user-friendly interface of the NACP Knowledge Base,
- the ‘Data for the declaration’ and ‘Auto-fill’ functions,
- taking into account customer experience and user suggestions.
Respondents also noted that almost all services provided on various NACP platforms have become more useful compared to 2024. Among NACP contact centre customers (18% of respondents), 87% received information that was useful to them. 74% of users (compared to 71% last year) used the NACP Knowledge Base, and 38% used the training platform. For 42% of declarants, the information messages on the NACP website were useful (last year this figure was 2% lower). 25% of respondents obtained the necessary information on the Agency's official social media pages.
When asked, ‘Was the assistance of the anti-corruption officer useful?’ 41% of respondents said that their institution's anti-corruption officer helped them fill out the declaration, while 46% did not contact the anti-corruption officer. Compared to the previous campaign, the number of those who were unaware of the existence of such a person decreased by 4% (from 10% to 6%).
"Customer experience cannot be overestimated. This is extremely useful information that allows us to form an objective view of a product or service, understand what to be proud of and what to improve, and determine further directions for development. Based on the survey results, the NACP conducts a detailed analysis of the open responses, based on which the responsible departments will make decisions on improving services, developing the Register of Declarations and other NACP products,’ said Yevhen Semenyuta, Head of the Customer Support Department (Contact Centre) of the NACP's Department for the Formation of Legal Positions on Declaration and Conflict of Interest Issues.
