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Value-added insight

This information provides an indicator of how well we are working with the legal sector and with service providers. This information is gathered through a quarterly independent survey and annual internal survey.

Stakeholders agreeing that LeO provides value-adding insight
Actual 2019/20

a. How would you rate the guidance?

(Guidance information published and shared throughout the year)

Relevant 80%

Useful 81%

b. How would you rate the training?

(Complaint-handling courses run by LeO)

Relevant 84%

Useful 82%

c. % stakeholders agree we have effectively shared learning/insights with them over the last 12 months 87%
d. % stakeholders agree we have effectively shared learning/insights with service providers over the last 12 months 93%

 


Customer satisfaction and advocacy

This information provides an indicator of whether complainants would recommend our service to other. The information is gathered through a quarterly independent survey.

Customer satisfaction and advocacy

Target Actual
% complainants satisfied with their outcome who would speak highly of LeO 80%  
% complainants dissatisfied with their outcome who would speak highly of LeO 10%