The Survey of Satisfaction of Persons Using the Face-to-Face Service in Information and Citizen Assistance Offices and Registry Assistance Offices of Government Delegations, Government Subdelegations and Island Directorates, carried out from November 13 to 24, 2023, presents the following highlights:

• Citizen participation has tripled, thanks to the diversification of media: in 2023 a sample of 9,371 respondents and a response rate of 28.56% has been reached. The provision of paper surveys for users with difficulties in the use of electronic media has been key to achieving such a high percentage of participation, which has been complemented by the existence of computers for filling in the office itself and QR codes to fill out the survey from any device.
• The participation of people over 65 has multiplied by 8: The use of paper has allowed, in turn, to clearly increase the participation of the population over 65, which in 2022 completed 110 surveys, compared to the 840 respondents of this edition, going from 3.65% of the respondents to 8.97%.

• 38.25% of the people surveyed have foreign nationality, well above the 13.16% that this group represents in the total population:
• As for the most frequent profile of the respondent, it is a woman, from 18 to 40 years old and of Spanish nationality. However, in relation to sex, the proportion of women and men participating in the survey as office users is fairly balanced and with a tendency to reduce differences between the two; in terms of age, the group of 65 or more years is the least frequent.
• 53.83% of the respondents went without an appointment, although among those over 65 that percentage rises to 71.31%: To make use of the services of the OIAC/OAMR, 53.83% of the people surveyed say they go without an appointment, although there are great differences between territories. In turn, there is also evidence of greater use of prior appointment among younger users, since 51.76% of respondents between 18 and 40 years of age obtained prior appointment, while among respondents over 65 years of age only 28.69% had attended by appointment.
• 79.17% of respondents came to carry out registration procedures and FNMT/Cl@ve certificates: The types of procedures most carried out in the offices are the registration of documents (44.98%) and the issuance of digital FNMT/Cl@ve certificates (34.19%). It is precisely the services provided by the offices in relation to FNMT/Cl@ve digital certificates and endorsements that receive the highest valuation.
• The staff care rating, 4.91 out of 5, reflects the high satisfaction with the treatment by office staff. In the national set, the score exceeds 4.7 in the four dimensions analyzed: opening hours (4,72), waiting time to be served (4,77), management result (4,82) and, above all, attention given by staff (4,91), very close to the maximum grade and reflecting the value of the human capital of the AGE in the territory.
• The constant upward trend since 2021 in the satisfaction of the citizens with the service of the OIAC/OAMR is consolidated: It should be noted, finally, that these notes also reflect a constant upward trend in the valuations compared to previous editions of the study, which allows to conclude that there is an improvement in the perception of the services provided by the offices by the citizens.