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Gov.UK: the appointments commission
Client Satisfaction Survey
About The Client
The Appointments Commission approached Mackman Research to design and deliver a comprehensive client satisfaction survey to assess the effectiveness of its work and inform service improvements. The project provided critical insight into client perceptions of the Commission’s processes, helping shape future strategy before the organisation’s closure.
The Appointments Commission was the only organisation in the UK dedicated to public appointments, recruiting and selecting the best possible people for public appointments in all areas of public life. They worked across all government departments including the NHS and handled more than 1,000 public appointments each year, representing around one third of all appointments regulated by the Commissioner for Public Appointments. Following a Department of Health review, the Appointments Commission was closed in late 2012.
Table of Contents
The Research Project
Mackman Research was commissioned to conduct a client satisfaction survey by the Appointments Commission. They supplied Mackman Research with a potential set of questions and Mackman Research designed a complete questionnaire on behalf of the Appointments Commission.
The survey questions related to the work performed by the Appointments Commission, and the contact clients have with the Commission. Building on the results obtained during a Stakeholder review the satisfaction survey was planned to identify progress; understand clients’ views, and look at further improvements and overall satisfaction ratings.
Survey Feedback Results
The client provided 238 individual contact details. From the population of 238 individual contacts, 153 contacts took part. This achieved a confidence level of 95% and a confidence interval of +/-4.74%.
The survey consisted of 10 closed questions and one concluding open-ended question. The survey findings informed many recommendations for change and development at the Appointments Commission.
Research Aims & Objectives
the primary aim of the research was to assess client satisfaction with the services provided by the Appointments Commission. Specific objectives included evaluating progress made since a previous stakeholder review, understanding the quality and effectiveness of the Commission’s interactions with clients, and identifying actionable opportunities for service development and future improvement.
The Research Design & Methodology
Clients were invited by email invitation from the Commercial Director of the Appointments Commission to take part in the questionnaire to help improve overall services. Survey participation was in the form of a telephone interview, lasting approximately ten minutes with a Mackman researcher.
Research Outcomes
The research gave the impression that many respondents compare the Commission’s recruitment strategy and campaign to that which may be supplied by a commercial recruitment organisation. It was suggested, the Appointments Commission conduct additional research into the practices of commercial organisations in order to hone skills. Continuous updates with clients and forward thinking ways of communicating were seen as critical areas for development.
