Publications
Broadcaster Satisfaction Survey
Executive Summary
Researchers ACNielsen conducted a broadcaster satisfaction survey in October 2006 to gain an understanding of broadcasters' perceptions and experiences of the formal complaints process. A similar study of complainants' perspectives was conducted in 2004.
The results of the broadcaster survey, considered alongside the results of the complainants survey, help to build a complete picture of how effectively the complaints process contributes to the BSA's core goal of ensuring that decisions are, and are seen to be, principled, firm, just and relevant by the complainant, broadcasters, and the wider community.
On the basis of the research, ACNielsen drew the following conclusions:
- On the whole, the BSA's performance in managing the current complaints process is viewed positively
- A particular strength is the attitude and competence of the BSA staff dealt with through the complaints process
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However, there are elements of the current process itself, rather than the BSA's management of the current process, which are of concern to broadcasters. These are:
- The open-ended nature of the information exchange process which can be time-consuming and extraneous
- The use of, and perceived lack of communication about independent inquiries BSA occasionally undertake when investigating a formal complaint
- Elements that limit the ability of the broadcaster to fully 'defend' the complaint made against them, including no face-to-face contact when a journalist's integrity is questioned, an inability to present evidence while protecting the anonymity of the informant, and giving the complainant the last word in the process
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Generally, the information provided by, and received from, the BSA in relation to the complaints process in general, is well regarded. However, broadcasters would like to understand better the thinking behind the decisions made by the Authority:
- In terms of educational materials about past decisions that might prevent future breaches (eg precedents, practice notes)
- In terms of more detailed feedback following a decision (eg face-to-face meetings with journalists in question)
Click here for a graphical representation of the summary (530kb Power Point Presentation).