§ Mr. FlightTo ask the Secretary of State for Education and Skills how much his Department has spent on the recent research conducted by Jigsaw Research into what customers think of the quality of the Department's replies to letters. [147413]
§ Mr. Stephen Twigg[holding answer 14 January 2004]The Department's Strategic Framework Delivering Results-A Strategy to 2006, sets out a commitment to deliver prompt, responsive and consistently excellent services to our customers. The Department receives over 200,000 phone calls, letters and emails from the public every year. The recent research conducted by Jigsaw Research cost £18,000 and is our way of measuring the service we provide and identifying areas for improvement in our responses to letters, telephone calls and emails.