§ Norman LambTo ask the Parliamentary Secretary, Department for Constitutional Affairs what surveys of public perceptions of his Department and of its areas of responsibility have taken place over the last 12 months; what the(a) title and (b) nature of these surveys was; what the findings of each survey were; where these findings have been published; what the cost of such surveys was; and if he will make a statement and place copies of the surveys in the Library. [176947]
§ Mr. LeslieThe National Customer Satisfaction postal survey 2003–04, conducted by Opinion Research Corporation (ORC) International plc, sought customer opinion on the service provided across the Court Service. It covered the civil and family courts, the Crown Court, the offices and courts situated in the Royal Courts of Justice, the Probate Registries, as well as the Tribunals administered by the Court Service. User communities consulted included the public, professionals (the Bar, solicitors etc.) and jurors. The survey contributes to measuring user satisfaction under PSA 4.
When compared with the previous (2001–02) exercise, overall satisfaction of court user showed an increase from 78 to 84 per cent. Jurors continue to be the Court Service's most content group of users, with an 86 per cent. overall satisfaction rate achieved during 2003–04.
The survey, which encompassed more than 300 courts and Tribunals, cost just over £250,000.
Two comprehensive reports—one covering the civil and family courts, the other the remainder of the organisation—were produced by ORC International and have been sent to all senior managers in the Court Service. In line with established practice, the reports will be posted on the Court Service website and can be made available for placing in the Library.