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15.07.13

Another survey criticises public sector customer service

Just 5% of people rate public sector organisations as offering the highest standards of customer service, according to new research.

The study also revealed that 38% of complaints made to public sector organisations within the last year were unresolved.

Mark King, Senior VP for Europe and Africa at Aspect Software, which conducted the survey, 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. 

“Our research, which also found that only 9% of citizens are ‘extremely satisfied’ with the overall service they receive from public sector organisations, clearly demonstrates a worrying disconnect between public services and what the public expects of them. Unfortunately, because we are a captive market for most public services, there is little apparent drive to really up the stakes.”

The only types of organisations that performed worse than the public sector at resolving complaints were credit card providers.

The full survey, which involved 1,000 people aged over 16 and was conducted by Vanson Bourne, is here.

Tell us what you think – have your say below or email [email protected]icsectorexecutive.com

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