Evaluation and comparison of European countries : public opinion on services

We propose the setting-up of an indicator for classifying European countries with relation to consumers’ satisfaction for services of general interest. Services considered are fixed telephone service, electricity supply, railways and postal service. The reference data set is the 2002 Standard Eurobarometer database (EB58) and it refers to EU members before 2004 enlargement. The proposed indicator is based on nonlinear principal component analysis and supplies a measure for the citizen’s satisfaction. Its robustness is verified by a Monte Carlo approach to examine the stability of nonlinear PCA results and to compute Bootstrap C.I.s of average country scores. The level of satisfaction is eventually used for country comparison and for detecting possible hotspots, which might be useful when addressing decision making policies