All customers receive a satisfaction survey six weeks after they have received a decision on their complaint. This survey focuses on satisfaction with the approach used to reach a decision and the way the decision was communicated to them. In 2014/15 we reported quarterly, and in 2015/16 we moved to reporting annually.
Independent customer satisfaction research on undecided cases
We commissioned independent researchers to interview 800 of our customers to ask them for their views on the quality of the service we provide. We deliberately chose people who had not received their final decision to gather feedback that would not be affected by their satisfaction with the outcome.
These findings have been carefully considered by the LGO Board (the Commission), management team and staff.