Thomas Bridge 15 July 2013

Third of customer complaints to public sector go unresolved

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.

complaintHalf 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.’

SIGN UP
For your free daily news bulletin
Highways jobs

Democratic Services Manager

West Northamptonshire Council
£49587 - £52860
West Northamptonshire Council are looking for an experienced and dynamic democratic services professional to manage our Democratic Services team. Working alongside the Head of Democratic and Electoral Services, you will lead a dedicated and friendly team, One Angel Square 4 Angel Street Northampton
Recuriter: West Northamptonshire Council

Head of Service Social Work & Specialist Support

Blackburn with Darwen Borough Council
Grade M scp 60 £72,118 - scp 64 £77,293
There couldn’t be a more exciting time to join us. Blackburn, Lancashire
Recuriter: Blackburn with Darwen Borough Council

Learning Support Co-ordinator

Wakefield Council
£27,711 to £30,559, Grade 6.
We are seeking to appoint an Additional Learning Support Co-Ordinator Wakefield, West Yorkshire
Recuriter: Wakefield Council

Prestige Gardener

Wakefield Council
£27,711 - £30,559
An opportunity exists in the Council’s Street Scene Services for a Prestige Gardener Wakefield, West Yorkshire
Recuriter: Wakefield Council

Freedom to Speak Up Guardian

Wakefield Council
£45,718.00 to £48,710.00, Grade 11
Are you passionate about creating a culture where everyone feels safe to speak up? Wakefield, West Yorkshire
Recuriter: Wakefield Council
Linkedin Banner