Thursday, October 18, 2007

Recent MORI survey

Looks like the LGO have been manipulating the selection sample again. Even though they excluded a significant number of stakeholders from their 1999 survey the results were still horrendous. This time they have excluded an even larger percentage of stakeholders so they must have been expecting even worse results than the 1999 survey produced. Stakeholder dissatisfaction is about 70% with Council complaints procedures and 75% with the LGO. After 4 surveys spread across 12 years you would have thought that by now they would have got the message and done something about the appalling results.

If you are faced with improving stakeholder satisfaction the first thing you need to do is ask the stakeholders why they are dissatisfied and then do something about it. It's not rocket science after all. The LGO has identified the problem on at least 4 occasions (1995, 1999, 2003 and 2007) but then failed to do anything about it. Except of course to remove a larger and larger proportion of the sample in an attempt to manipulate the results. Wouldn't it be a lot easier if they just improved their service to stakeholders so satisfaction levels could improve naturally, then they wouldn't have to manipulate survey selection samples and everyone would be happy.

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