The welcome and integration contract of Luxembourg: satisfaction with the quality of services according to non-EU immigrants

Evaluating satisfaction with the quality of services is a central concern of social and educational
programs, whose mission is to adhere as closely as possible to the needs of the population. Based on methodological and investigator triangulation methods, our aims were to analyze the level of satisfaction with the Welcome and Integration Contract of Luxembourg (Contract d’accueil et d’integation CAI) and its respective activities (citizenship courses, language courses and an orientation day). First, 233 out of 1084 Non-EU immigrant beneficiaries responded to a self-administrated questionnaire. Second, 11 semi-structured focus groups with 50 volunteers were conducted around four themes: Quality of activities, organization, availability of support personnel and utility of the information received. More than 72% of the participants were very satisfied with the quality, organisation and availability of personnel, in regard to the information session and the civic courses. Divergences exist because various
needs were recognized. Potential activities to reduce the quality gap were proposed, for instance the creation of an interactive online platform where the beneficiaries could regularly get information and, exchange experiences and/or help each other whenever possible. The dynamism and interactivity in the focus groups revealed that the users would like to actively contribute to improving the process. Indeed, the needs and requirements of each immigrant group cannot be totally covered by these activities as they stand. Involving users in the strategy and action plans would help create more accurate solutions.