The first survey was available on this site from 12 January to 16 February 2015. Its aim was to start to explore issues around putting in place a service charter, and provided some useful background information for this. 239 people filled in this survey – 158 people who had complained to us, and a further 81 people from a sample of organisations we investigate and advocacy groups.
The survey revealed that:
- Almost half (48%) of respondents said the most important reason for making a complaint about a public service is to prevent the problem happening again.
- 37% said that ‘feeling it made a difference to complain’ was the factor that was most likely to make the experience of complaining a good one.
- The most common reason for being put off making a complaint was the time it might take (25%), closely followed by being worried about repercussions (19%).
- 46% said that the most important aspect of our role was ‘being independent’.
- 26% said ‘the ability to influence improvements to public services’ was important.
- 44% said that the most important function of a service charter is that everyone knows what to expect when they use the service.
- 32% said a future service charter for our service would improve people’s experiences of it.
- 37% said the future service charter would increase their confidence in our service.