A civic evaluation of National Regulatory Authorities (on transport, energy, etc.) is a typical example of a consumer organisation working for general interest services. The project involved eight European member States. The added value of this kind of evaluation was representing citizens' and consumers' points of view. Analyzing the complaints gathered by citizens and consumers' organizations and the experiences they might have had working with the National Regulatory Authorities of their countries of origin created a new level of evaluation of the efficiency and efficacy of the National Regulatory Authorities. This activity enabled us to compare the strengths and weaknesses of their functioning and identify best practices.