§ Dr. George TurnerTo ask the Secretary of State for Trade and Industry what systems are in place for measuring the effectiveness and impact of the major Government chargeable export services. [70941]
§ Mr. WilsonWe have received results of independent surveys conducted among a sample of over 1000 businesses who used Overseas Trade Services in 1997. I am delighted that the results show an average overall satisfaction rate of 88 per cent. compared to an average of 83 per cent. in 1995 and 1996. Furthermore, the positive trend was the same for virtually every individual scheme.
Last year we reviewed the way in which DTI and FCO monitors and evaluates customer satisfaction and perceptions of the major export promotion services we deliver. As a result, the Quality Management System (QMS) was significantly revised so as to enable us to obtain more detailed information about customer satisfaction levels on a world-wide basis.
The Quality Management System will be further enhanced in 1999 to take into account comments of the business representatives of the British Overseas Trade Board's Regional Committee, and the tendering process for a new contractor to start work in April is currently underway. The contractor will carry out work to capture data relevant to the new joint FCO/DTI export promotion objectives.