In 2023/24 we revised our Complainant and Organisations We Investigate (OWI) surveys, changing the way we gather and report on this feedback. This decision was based on an extensive review and testing, allowing us to improve how we collect data.
The surveys have been shortened to make them quicker and easier for people to complete. There is now also the option for complainants to complete the survey online, as well as via telephone. This has helped to improve accessibility, by increasing the number of ways people can fill in the survey.
The feedback from the Complainant and OWI surveys continues to allow us to understand more about the views of people who use our service, helping us to consider what we do well and areas where we can improve.
You can also view our previous performance against our service charter.
Results from our Complainant and Organisations We Investigate (OWI) surveys
View service charter results for:
2023-24
- Quarter 1 (April to June 2023)
- Quarter 2 (July to September 2023)
- Quarter 3 (October to December 2023)
Interpreting the feedback
The new surveys launched part way through Q1 2023-24 and as such this is very early data. We will need to gather 6-9 months of data from complainants and OWI using this new format, before we reliably start looking at insight from it.
The impartiality indicator
In keeping with our commitment to PACAC to provide an impartiality score, we have continued to use the method recommended by our research company to aggregate several survey questions that are critical to demonstrating impartiality. We have used Questions 1, 2 and 4 to do that.