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This year we have been collecting feedback from our complainants on a monthly basis. The results of the survey show that our customers find us responsive, accessible and fair and would speak highly of the Ombudsman, a good reflection of key aspects of the new business approach we introduced last year.
Overall, two out of three (68 per cent) complainants were satisfied with the service they received from PHSO. These complainants felt they were kept informed or updated about the progress of their complaint and found staff to be helpful and competent people who did as much as they could do within the constraints.
Scoring the Office highly on customer care, four out of five (82 per cent) found PHSO friendly in their first contact with the Office and a similar proportion (79 per cent) found us helpful.
Most complainants (73 per cent) say the investigating officer understood their complaint well and many (68 per cent) said they were given the opportunity to contribute to the investigation.
The most important factor in customer satisfaction is the final report or letter. Making sure we explain clearly what we’ve found, address the most important aspects of the complaint and the reasons behind our decisions are very important to our complainants. We will be looking at this in the coming months.
The main areas for improvement are the speed of our service and managing expectations about the outcomes we can provide. Complainants were less satisfied with the time it took to deal with an enquiry before assignment to an investigator and the time taken to investigate the case overall. PHSO is perceived as ‘slow’ by nearly half of all complainants and this is also the top reason given for being dissatisfied with the overall service. Again, this is another area in which we will be concentrating our efforts.
The results are drawn from a collation of monthly surveys by MORI between October 2005 and March this year, and are based on 579 complainant respondents.
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