Stakeholder feedback

Every year for the last three years, we have carried out research with our stakeholders – the people and organisations we work with. The purpose of this research has been to understand what they think about our organisation, our communications and how we can improve the way we work with them. 

We conduct research with ten groups of stakeholders:
1.    Complainants 
2.    General public
3.    Organisations we investigate
4.    MPs
5.    Advocacy groups and charities
6.    Regulators and non-departmental public bodies
7.    Protection and membership organisations
8.    Government departments and agencies
9.    Ombudsmen
10.  Academic, policy and other organisations

In our most recent Stakeholder Research Project, two questionnaires were conducted in November 2016: one survey with MPs (group 4 above) and another survey with stakeholders from groups 5-10 above. We received responses from 106 MPs and 35 stakeholders. 

The findings from this study highlight that 75% of stakeholders and 90% of MPs have either a neutral or positive perception of the Ombudsman. We are committed to ensuring that our engagement with each group builds on this foundation.

In response to the findings from the most recent survey, we are reviewing how we can best engage with our stakeholders to make sure we achieve this. We will be exploring new ways to communicate our work and maximise the impact of our recommendations for change. We will also make sure that stakeholders know how they can support people to use our service at the right stage in the complaints process.

If you have any queries about our stakeholder agenda or public affairs plans for 2017/18, please contact our Public Affairs Team

Below you will find links to our three annual stakeholder survey reports: