LGOWatch
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| The Ombudsman's own 1999 MORI Customer Satisfaction poll reported a 73% complainant dissatisfaction level, with 61% describing themselves as ‘very dissatisfied’ with the final outcome of their complaint. Even around half of those complainants in the 1999 poll who represented the very small number who achieved a finding of maladministration causing injustice, were dissatisfied with the outcome. The 1999 MORI poll report described its customer dissatisfaction findings as 'broadly similar' to the 1995 MORI poll. The 1999 MORI report states that the sample of names for customer satisfaction interviews 'was screened for complainants who might have been emotionally unsettled or abusive if contacted'. Who is to say that dissatisfied complainants with a right to be angry were not removed by the LGO from this sample under this pretext? The LGO has now replaced the Customer Satisfaction poll with a Customer Awareness poll, and now manages to avoid such embarrassing statistics. Click here to read more about how the LGO was condemned by his own MORI polls. |