Cabinet Office
The ultimate judgement about the success of reform will be made by the public and their experience of better quality services. To deliver that outcome, the real nature of the customer experience needs to be understood and built into the way we make policy, design and deliver services and judge their performance. In these pages we summarise the current position on satisfaction levels of patients, students, victims and other customers of public services and report research we commissioned to identify the key drivers of satisfaction.
Overall, there is little change in previous trends. The achievement of delivery targets is not yet translated into upturns in satisfaction. This highlights the need to understand and address the factors which create a positive customer experience. These are delivery, timeliness, information provision, staff professionalism and staff attitude. Increased attention to these drivers at all levels should lead to a much sharper upturn in customer satisfaction.
Customer satisfaction with Key Public Services (PDF document 212Kb)