OMBUDSMAN WATCHERS RESOURCE CENTRE

Local Government Ombudsman

Customer satisfaction 2007

In summer 2007, a survey was conducted by Ipsos MORI into customer satisfaction of people who made complaints to the Local Government Ombudsman service during 2006/07. This was a telephone survey, broadly similar to the one conducted in 1999.

Download the 2007 Customer Satisfaction Survey here.

Customer satisfaction 2005

In spring 2005 the Local Government Ombudsman commissioned a study of customer satisfaction with their services to explore the current issues surrounding customer satisfaction and to use the feedback to help make improvements to our service. [They must have ignored the findings because no improvements can be identified.]

Download the 2005 Customer Satisfaction Survey here.

The funny side of surveys.

Public awareness 2003

In May-July 2003 a survey was conducted by MORI into awareness of the Local Government Ombudsmen, and the Parliamentary and Health Service Ombudsman, among the general public and among advisory bodies.

Download the 2003 Public Awareness Survey here.

Customer satisfaction 1999

In April-May 1999 a survey was conducted by MORI into the customer satisfaction of people who had made complaints to the Local Government Ombudsman service during 1998. [They must have ignored this survey because things haven't improved since then.]

Download the 1999 Customer Satisfaction Survey here.

Please refer to the evidence section for information as to how the LGO fiddle their surveys.

The most common tactic is to exclude anyone who may be inclined to give them a bad response.

Prior to evry single survey the LGO has been given the chance by the company undertaking the survey to exclude a number of people from the survey.

For example up to 18% of people who may have given a bad response were excluded from the 2007 survey.

When you take that into consideration their appaling survey results would have been much much worse if they had not fiddled the result.

Every year since they started surveys they have been excluding a larger and larger percentage of complainants in order to hide the fact that the service they provide has been getting worse.