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Joint
LARIA / LGA / ODPM Seminars
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ENGAGING THE CUSTOMER - LESSONS LEARNED FROM USER SATISFACTION SURVEYS
Monday 27th September 2004, Local Government Association, Smith Square, London
Monday 4th October 2004, Lakeside Conference Centre, Aston University, Birmingham
Monday 18th October 2004, Crewe Alexandra Football Club, Crewe
These Seminars were held during September and October 2004, at London, Birmingham & Crewe. If you were unable to attend the Seminars, or would like to view the presentations again, they are available for download as Adobe Acrobat documents ( .pdf ).
If you need to download the Acrobat Reader, please visit http://www.adobe.com.
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Seminar Audience |
PROGRAMME
| Seminar Report |   Engaging
the Customer – Seminar Report: Bob
Cuthill (LARIA) and Roger Sykes (LGA) (29k
Word document) |
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London & Crewe:
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 Customer-Focussed
Service Delivery – National and Regional Results from the
Best Value User Satisfaction Performance Indicators: Paul
McCafferty (ODPM) (135k) |
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Birmingham: |
 Engaging
the Customer: User Satisfaction Surveys – Results from a
National Perspective: Nick
Raynsford MP (Minister for Local & Regional Government) (68k
Word document) |
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London & Crewe: |
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| Birmingham: |  Customer
Focussed Service Delivery – the Future: John
Pavel (OPSR) (502k) |
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Experiences of User Satisfaction Surveys – Local Authority Examples: |
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London: |
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 Lessons
Learned from User Satisfaction Surveys – The Cambridgeshire
County Council Experience: Jill
Tuffnell (Cambridgeshire County Council) (13k) |
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 What’s
In A Sample?: Adrian Gowan (Medway
Council) (30k) |
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Birmingham: |
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 Overall
Satisfaction Surveys – A Medium-Sized District Approach: Stephen
Bray (Gedling District Council) (882k) |
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Crewe:
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 BVPI
in Pendle: Christine
Collingwood (Pendle Borough Council) (27k) |
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  The
Residents’ Survey – the Leicestershire Experience: Paula
Dodd & Harry Mistry (Leicestershire County Council) (224k) |
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London: |
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Birmingham: |
 User
Satisfaction Surveys – From Our Point of View: Dawn
Hands (BMG Research) (76k) |
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Crewe: |
 Satisfaction
and the Quest for Excellence: Phil
Back (RBA Research) (873k) |
Customer
Focussed Service Delivery – the Future: 
Listening – Not
Just Hearing!: 
Engineering
User Satisfaction? – Using Panels and Joint Approaches
for the Best Value General Survey: 
Making
Satisfaction Scores Meaningful – A Case Study in Sunderland: 
Best
Value Survey – The AGMA Consortium: 
Perspectives
on the Best Value Performance Indicators: