SCOPE: Citizens residing in foreign countries who had experience getting a service from diplomatic missions of Mongolia. Citizens residing in a total of 20 countries participated in the survey.

DATA COLLECTION METHOD: Quantitative research

SAMPLE SIZE: n=204

TIME PERIOD: 2022.01.02 – 2022.02.20

GOAL: The purpose of the study is to determine the quality, culture, and availability of prospective services by investigating and analyzing citizens' attitudes about the performance and results of services provided to citizens by diplomatic missions and whether the services delivered to citizens are of high quality, accessible, and prompt without bureaucracy.

MAIN FINDINGS: Of the 204 people who participated in the survey, 30.88% of them participated in from South Korea, 17.65% from Germany and 9.31% from Sweden. The overall customer satisfaction of diplomatic missions was rated at 2.76 points. This rating is an indication that the customer satisfaction level is low, and further actions are needed to improve this rating. For instance, improving the professional knowledge and work skills of experts in charge of clients, improving customer relations and service culture when appointing and employing service officials or paying attention to providing more friendly and polite service, and providing trainings on a regular basis on the distinct characteristics of diplomatic mission services for workers, understanding of the country's social culture, and professional development training for employees.