Analysis of responses to a Balkan Barometer survey, or similar, by a representative sample of citizens who have been in contact with central government services in the last year. The respondents are asked: “How would you grade the following issues?” Assessors calculate the percentage of respondents who answer 3, 4 and 5 in relation to each of two questions: “Time required to obtain public services” and “Price of public services”. Points are awarded for each of the two criteria (total of 3 points): • “How would you grade the time required to obtain public services (police, health system, judiciary, township, etc.)?”: ---- 1.5 points = 70%-100% ---- 1 point = 55%-69.99% ---- 0.5 points = 40%-54.99% ---- 0 points = below 40% • “How would you grade the price of public services (e.g. issuance of personal documents, judiciary costs, etc.)?”: ---- 1.5 points = 70%-100% ---- 1 point = 55%-69.99% ---- 0.5 points = 40%-54.99% ---- 0 points = below 40%