Over a third of complaints made to public sector organisations went unresolved last year, according to a study.
Figures suggest 3% of citizens can recall a positive customer experience with a public sector organisation over the past year, with only 9% being extremely satisfied with the overall service they received.
Public sector bodies are the second worst organisations for responding to complaints, research by Aspect Software found, with only credit card providers failing to resolve more customer problems.
Half of people who had complaints with public sector organisations resolved were unsatisfied with the outcome.Research suggests half of people who had their complaints with public sector organisations settled were unsatisfied with the outcome.
Over 40% of citizens are satisfied with the service they receive from public sector organisations, with a further 42% claiming to be neutral. Only 7% said they are dissatisfied or extremely dissatisfied.
Further results reveal over half of respondents would not use social media as a means of contact because they believe it would not deliver the desired conclusion.
Senior VP Europe and Africa at Aspect, Mark King, said: ‘Maximising the resources available for citizen engagement has never been more important.
‘Due to continual reforms, changing political parties and differing public opinion, the sector as a whole is under constant scrutiny – not just in terms of the money that is spent and where, but how organisations engage with UK citizens at a regional and national level too.’
