Broadcaster Satisfaction Survey 2015
Date published: August 2015
Research Company: Nielsen Corporation
The overall objective of this research is to determine the level of satisfaction broadcasters have with the complaints process. In particular, how they rate the performance of the BSA in relation to the information available including the website, personal contact with the BSA staff, the management of the complaints process, our written decisions, and overall perceived fairness of decisions.
- Online survey
- All broadcasters that were the subject of a complaint to the BSA in the previous 12 months were given the opportunity to complete the survey – 8 out of 12 did so.
On the basis of this research, the current system is working well for broadcasters and indications are that broadcasters remain positive about BSA processes and relationships.
- Broadcasters perceive the relationship they have with the BSA as a positive one and are happy with the complaints process overall
- 88% rate their relationship with the BSA as ‘good’ or ‘very good’. 88% also rate BSA processes as ‘neither good nor bad’, ‘good’ or ‘very good’ (63% ‘good’ or ‘very good’)
- Broadcasters’ evaluation of the BSA’s written decisions is also very positive
- Sufficient information is being received and is effective in helping broadcasters understand the formal complaints process and their obligations
- While broadcasters are generally happy with the process, areas for improvement included the ease of use of the website, particularly the search function, and the timeliness of the process for making submissions on provisional decisions. These suggestions have been analysed and will be discussed with broadcasters and improvements made where appropriate.