Good Practice

Good Practice (GP) is a project which the Politecnico di Torino has adopted since its first edition and in which a group of Universities, increasingly larger from year to year, compare notes on the effectiveness and efficiency of the services provided to their users with the aim of pooling good practices and focusing on continuous quality improvement actions.
Launched on an experimental basis with 10 "forerunner" Universities in 1999, at the GP2022/2023 last edition the project held 48 state Universities, 6 non-state Universities and 5 High Schools. Service users are considered to be the student population and staff of the University: lecturers and researchers, research fellows, PhD students, technical, administrative and library staff.
A central component of the project is the annual survey and subsequent evaluation of the level of satisfaction of the student population and staff with the services they use on a daily basis and which are provided by each university. The periodic survey is more commonly known as the customer satisfaction survey.

The comparison makes it possible to analyse and evaluate the main services provided by Universities in five thematic areas:

  • Teaching;
  • Research;
  • Libraries;
  • Infrastructures;
  • Administration.

The services surveyed are:

  • Career advice;
  • Teaching support;
  • Right to education;
  • Student offices;
  • Libraries;
  • Job placement;
  • Internationalisation;
  • Information systems;
  • Research support;
  • Staff support;
  • Logistical and general services (e.g. classrooms and laboratories);
  • Procurement;
  • Accounting;
  • Communication;
  • Web portals and social media.

The Politecnico di Torino believes that it is of fundamental importance to periodically survey its users' perceptions of the services it manages and delivers, both to acknowledge those that are most appreciated and valued by the student population and staff, and to set itself clear objectives for growth and improvement. With these aims in mind, for some years now, the University has been “launching” customer satisfaction surveys, which provide an important opportunity for the users of our community to point out which services work very well and well, but also those on which satisfaction appears to be lower.


The customer satisfaction surveys are carried out annually by proposing to the student population and staff an online questionnaire common to all members of the GP project, in which the Politecnico di Torino integrates additional questions of specific interest to our University. After each survey, the answers are analysed and the most significant results are published in order to share with users the state of the services, the trends in satisfaction, the strengths and the areas for improvement to work on.

The analysis of user satisfaction levels for the various services provided makes it possible to identify quantitative indicators and objectives to improve the perceived quality, which are assigned year after year to the Administration units. The continuous improvement objectives are described in the Performance Measurement and Evaluation System.

The final general reports of the last editions of the GP Project and the summary reports on user satisfaction results can be found below:

The project is coordinated at the University level by the PEPS Department which oversees the collection efficiency data, the preparation of customer satisfaction surveys, the analysis of the results and the coordination with the Administration structures for specific workshops that are activated within the framework of the individual GP editions.


The Good Practice project is coordinated by POLIMI – Graduate School of Management.