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People dissatisfied with public services – report

11 February 2010

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People are dissatisfied with public services, according to a new report.

National public services such as the NHS and the Post Office achieved the second lowest score among 13 sectors measured by the UK Customer Service Index (UKCSI).

Meanwhile, local public services such as policing and councils also came in towards the bottom half of the customer satisfaction service league table.

The UKCSI findings were based on a sample of 26,000 adults surveyed annually.

Organisations are measured on 20 individual factors of customer satisfaction in five key attributes – professionalism, problem solving, timeliness, quality and efficiency and ease of doing business.

UKCSI Chief Executive Jo Causon said: “Though the public sector is keenly focused on delivering excellent frontline customer service, it would seem that the public are yet to feel the benefits at the frontline.”

National public services scored 69 out of 100 in the customer satisfactions survey, placing them in 12th position in the overall sector league table.

Only the utilities sector including water, gas and electricity scored lower with a score of 68.

Ms Causon explained: “We have to remember that a number of these organisations are dealing with people in times of great personal stress and this places an even greater emphasis on the need for quality customer focus.”

Copyright © Press Association 2010

UK Customer Service Index

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