> | Accessiblity Options | Text Only | Text Size: A+ A- Reset | Links | Site Map
LGO Advice Team: 0300 061 0614
Delivering public value
Click here for speech assisted browser support
Files with this symbol are in .pdf format. To view these files you will need the Adobe Acrobat Reader software. It can be downloaded below free of charge. Click To Download
Every few years we undertake independent research into customer satisfaction about our services.
As well as gaining an awareness of customer experience and perceptions of our services, the research can focus on particular issues of concern to us, assess the impact of new initiatives, and help us to identify areas for improvement in our service delivery.
In recent years we have followed a pattern of alternating the research between quantitative and qualitative research. Quantitative research is where we survey a large representative group of service users (around 1,000 people). Qualitative research is where we commission in-depth discussions with much smaller sample groups. While we cannot be sure those selected to participate in qualitative research are wholly representative of service users, it can significantly increase our understanding of why complainants hold the views they do, especially where this echoes the indications in the quantitative research.
Our most recent research is a qualitative study by Ipsos MORI based on interviews and group discussions held in 2010.
We will be responding to issues raised in the research through our business plan for 2011/12.
Date Updated: 11/03/11
are in .pdf format. To view these files you will need the Adobe Acrobat Reader software. It can be downloaded below free of charge. Click To Download