Listening to our complainants: SPSO satisfaction survey results

Listening to our complainants: SPSO satisfaction survey results

Following the publication of our first customer satisfaction survey in February 2008, we commissioned an independent research company, Craigforth Consultancy and Research, to carry out a one year rolling survey of complainant views on our service. A postal survey was sent to everyone who had made a complaint to the SPSO and whose case had been decided between April 2008 and March 2009. 
 
The researchers received 488 analysable returns (a response rate of 32%).   We are very grateful to the people who responded for providing their views to help us improve our service.
 
Craigforth’s main findings were as follows (from the Executive Summary): 
 
  • Satisfaction with the courtesy and helpfulness of SPSO staff was high (in these areas 4 out of 5 respondents (80%) and around 2 out of 3 (65%) were satisfied respectively), while around 2 out of 3 respondents were satisfied with staff’s reliability (60%). Around half of respondents were satisfied with both the empathy staff showed and their impartiality (48% and 52% respectively). 
  • Satisfaction with the information provided by the SPSO was high (73% of respondents were satisfied that the information provided by the SPSO clearly explained the complaints handling process).
  • People felt that the SPSO communicates well – around 2 out of 3 respondents were satisfied with the different ways the SPSO communicates. Scores for how SPSO staff communicate in writing, by telephone and how easy it was to get in touch with case handlers were 68%, 66% and 66% respectively. 
  • Just over 4 out of 10 (42%) of respondents were satisfied with how thoroughly the SPSO had examined their complaint with an equal number of respondents (42%) being dissatisfied. This was an improvement in this area compared to the 2008 findings.
  • An area of dissatisfaction was the time the SPSO took to deal with the complaint - 48% were satisfied and 35% dissatisfied. However, there was no clear correlation between satisfaction with the service and the time taken to decide a case
  • Overall, just over 52% of respondents were satisfied with the service they received from the SPSO whereas 35% were dissatisfied. This is an improvement on the results of the previous SPSO survey and is broadly in line with results from other public sector ombudsman surveys. 
  • In response to an open ended question about satisfaction, some complainants suggested they had been under the impression that the SPSO was a consumer watchdog type organisation. This perception that the ombudsman is there to act on behalf of the complainant may have influenced the overall satisfaction rating of 52%.
  • The correlation between satisfaction and a complaint being upheld and dissatisfaction with a complaint not being upheld was evident, as is the case in public sector ombudsman surveys generally. This of course holds some very real challenges for ombudsmen – their purpose is to rule fairly and objectively on the complaints brought to them; there is no capacity to boost satisfaction levels by adjusting the fundamental principles and laws under which such organisations operate.
 
In response to the survey findings, the SPSO has drawn up a plan to address four areas where we believe we can take action to improve satisfaction with our service.
 
1) Time taken to consider complaint
Reducing the time taken to decide on complaints is a priority of the new Ombudsman, who took office on May 1. We have already taken measures to improve the speed with which we examine and investigate complaints. We are making significant inroads into resolving cases that had been with us over 12 months on 1 April 2009 and have introduced new measures to clear all such cases by December this year and to maintain this position going forward. Later this year, we will be informing organisations about changes we would like to implement aimed at bringing about more consistency and speed in their response times to our enquiries.
 
2) Overall satisfaction; perceptions of thoroughness, impartiality and service
As the research consultants state, there is an evident link in public sector ombudsman surveys between satisfaction and a complaint being upheld.  Understandably, people may be more satisfied with the SPSO if their complaint results in the outcome they hoped for. In cases where a complainant did not get the outcome they wished for or where we were unable to look into a matter (because the law says we can look only at some areas, not all) they may feel dissatisfied with the service. 
 
The lowest scores on satisfaction with thoroughness, impartiality and service came from respondents whose complaint we did not take to the published report stage. We are concerned that the satisfaction figure on thoroughness is only 42%. Even when a complaint has not been taken to the published report stage, however, our investigators collect and examine evidence. They may do this by speaking to the complainant and the organisation they are complaining about; seeking written answers to questions; getting copies of documents (such as medical records); taking expert advice where necessary; carrying out interviews and site visits. In our communication it is important that we demonstrate more clearly the amount of careful consideration done by our investigators. We shall look at ways of highlighting this work.
 
We have already reviewed our website and leaflets for the public. We are now considering what further action we might take to help explain as early and clearly as possible what we can and cannot do. We have recently revised our planning leaflets and our leaflet about complaints about higher and further education. These explain in detail the areas we can look at and those that we cannot consider.
 
We are also looking at ways in which we can emphasise our impartiality in our communications with complainants in letters and emails and by phone. We are considering carrying out an in-depth telephone survey with complainants, which would help us understand and probe more deeply their views on our impartiality.
 
3) Information provided in a different language/format (e.g. Braille)
Although the sample was small, we noted the relatively high levels of dissatisfaction with information we provide in a different language/format. Our practice in future will be to follow up every request for information in another language or format in order to listen to the person’s view of the material, and we will act on their feedback to ensure that we are providing the same quality of information regardless of the language or format required.
 
4) Further & Higher Education
Although the sample was small, we noted relatively high levels of dissatisfaction with our service from respondents whose complaint was about further and higher education.  Our new leaflet for students details what we can and cannot look at, and gives examples of the outcomes of complaints.  We hope this will go some way to improving how we explain the Ombudsman service, and we will continue to work with students’ representatives and with staff of colleges and universities to raise informed awareness of what the SPSO can and cannot do in relation to complaints about the higher and further education sectors.
 
For further information about the SPSO survey please contact Emma Gray, Communications and Outreach Manager on egray@spso.org.uk.
 
3 September 2009