Customer satisfaction analyst
Measurement Strategist
Transforming Judicial Service Perception into High-Impact Decisions
The Judiciary of Costa Rica faced a critical information gap: a lack of specific data regarding quality perception within the Judicial Auxiliary sector, which hindered decision-making aligned with the Institutional Strategic Plan. To address this challenge, I led the methodological and technical design of a research project focused on capturing the voice of the external user (citizens). My intervention centered on creating a robust measurement instrument grounded in ten key quality factors—such as reliability, responsiveness, and assurance—ensuring the technical traceability required to evaluate sensitive services like those of the Public Prosecutor’s Office and the Judicial Investigation Department (OIJ).
As a direct result, I developed a replicable methodological framework, including a specialized sampling design and multivariate analysis tools for critical data tabulation. This project not only provided the first authentic diagnosis of perceived service quality but also delivered a strategic asset to the Service Comptroller’s Office to optimize public management and strengthen the social legitimacy of the justice system.