Complainants Satisfaction Survey 2021
Executive Summary: Complainants Satisfaction Survey 2021 [PDF]
The complainants satisfaction survey asks people who have had a complaint determined by the Broadcasting Standards Authority (BSA) between 1 April 2020 and 31 March 2021 about their satisfaction with the BSA’s services. We use the feedback to help us improve BSA operations.
Key information from the 2021 survey includes:
- 76 complainants completed the survey. Nearly four out of five of these were first time complainants.
- 18% of complaints made by respondents were upheld.
- Satisfaction levels averaged over 80% across the following aspects of people’s dealings with BSA:
- written correspondence (76%)
- telephone contact (81%)
- staff professionalism (84.5%
- 37% of complainants agreed or strongly agreed that the BSA handled their part of the complaints process well. This result partially reflects delays associated with a big uplift in complaint numbers.
- Over 90% are aware of, or have used, a BSA resource (eg website, code of broadcasting practice, guidance sheet). The website was the most used.
- Satisfaction with the website sits at 66%, compared with 71% last year and 55% in 2018/19. Some 69% of those who had used the new website see it as a valuable resource.
In light of the survey results, we will focus on these improvements:
- Continuing to maintain and update the website while keeping language simple.
- Regularly updating people on progress with their complaints (a falling backlog will help us reduce delays).
- Building further on high satisfaction over interactions by ensuring people feel listened to and get the answers they need about the formal process.