NIPSO Customer Satisfaction Survey

In 2021, we commissioned Opinion Research Services (ORS) to carry out a telephone survey to measure customer satisfaction. The purpose of the survey was to understand complainants’ experiences of interacting with NIPSO. Using computer-assisted telephone interviewing methodology, ORS conducted 212 interviews with individuals who had submitted complaints to us in the previous two years. Of these respondents, 110 identified as male, 97 female (5 not known), 196 people were white and seven were from minority ethnic groups (9 not known). Respondents were from a range of age groups, had submitted complaints about a variety of public bodies and feedback was received about all three stages of the NIPSO investigation process. So whilst the overall sample size is small we are satisfied it is representative of NIPSO complainants and the investigation process.

The key messages and findings from this survey strongly align with the commitments in both our new Strategic Plan and the 22/23 Business Plan to continue to improve the service people receive from us. The survey feedback helpfully highlights areas of our service where we are doing well and where there are opportunities to improve.  Detailed below are the relevant actions from our strategic and business plans to identify and share good practice, provide training for staff and quality assure our work. To help us monitor our progress and identify areas where improvement is needed, the Customer Satisfaction Survey will be repeated in 2-3 years’ time.