Home > About us > Happy with our service? > Complainant survey
Survey of people that complain to us
We are doing a survey this year of people who complain to us and we may contact you. The survey measures customer satisfaction and demography to help us improve our services.
Who will conduct the survey?
Our representatives GfK NOP (a leading market research agency experienced in conducting opinion polls) conducts the survey on behalf of the Ombudsman’s Office.
Who sees my information?
Our researchers need to know who you are to analyse the information and so research staff at the Ombudsman’s Office and GfK NOP will see your survey responses. Staff who investigate complaints at the Ombudsman will not see your responses. We provide GfK NOP with the name and telephone numbers of the selected sample of our customers but GfK NOP are not given any details of your case or your address. Nothing will be shared with any other organisation.
What happens to the information?
The survey results are processed to help improve the quality of the service we provide. We convert the data to anonymous statistics and publish these as part of our performance ratings.
When and how is the information disposed of?
Shortly after the survey is completed, GfK NOP destroy their copies of all information gathered including names and telephone number details. After one year, the Ombudsman’s research staff make the information anonymous so that it is impossible for anyone to identify who provided the survey responses.
How do we safeguard it?
Both the Ombudsman’s Office and GfK NOP are committed to data security and confidentiality. This includes the security of our IT systems including data encryption and making it anonymous after analysis.
How can I get more information?
The following websites provide information about data security. You can also contact Matthew Murray at the Ombudsman’s Office on 0207 217 4333 if you have any further questions about the survey.
http://www.foi.gov.uk/datprot.htm - Department for Constitutional Affairs
http://www.ico.gov.uk – Information Commissioner’s Office
Back to top
|
