The curious question of customer satisfaction.


The Parliamentary and Health Service Ombudsman (PHSO) use customer satisfaction data to verify their performance and ensure that the public can have confidence in their service. But what happens when the data is at odds with the accepted narrative? Is the data at fault or the narrative?  And what exactly is measured in a single ‘customer satisfaction’ score?

On 2nd October 2019, PHSOtheFACTS members attended the third PHSOOpen Meeting.  In his recent blog post, Ombudsman Rob Behrens describes the purpose of the open meeting in the following way;

The purpose of the meeting is to explain in public what we do, listen to our service users, and learn from those engaged in front-line complaints resolution. Out of this we aim to build trust in PHSO as well as the organisations that we investigate. The event is a further illustration of PHSO’s transition into a more outward-facing, accessible, and…

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| Exposing Truth Behind Media Spin. Truth is not gossip. It's not sensational or even exciting. Truth's reality, fact. Truth's shocking, sad, horrific, frightening and deadly. Controversial issues discussed here so only for those able to digest Truth.

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