SPSO User Experience and Satisfaction Survey

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This is an automated receipt from SPSO to let you know that we have
received your email. Please do not reply to this.

If your email to us was a new complaint, we will register it and will
acknowledge it in writing within the next three working days. We will also
give you a reference number which you should use in any future
correspondence with us.

If your email was not about a new complaint, it will be forwarded to the
appropriate colleague who will reply to you in due course.

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Dear Mr McNally,

Thank you for your email requesting a review of the handling of your
request for information. I can confirm your request did reach this
office and was passed to our Information Analyst, Louise Rae, on 17
November. Unfortunately it was not logged in the system that we use for
tracking information requests, which led to it being overlooked and the
deadline being missed. Ms Rae offers her apologies for this oversight. I
can advise that your request will now be processed without further
delay. Ms Rae has advised it will take some time to collect and check
the requested information, but that she will endeavour to reply to you
in full before Christmas.

Yours sincerely,

Eric Drake
Director of Investigations

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Dear Mr McNally,

I refer to your request for information and offer my apologies for not
replying to you within the appropriate timescale.

I can now respond to each of the points in your request as follows:

1. Final report from the Staff Satisfaction Survey mentioned.

This is now available on our website at www.spso.org.uk under Outreach /
Research / Climate Survey.

2. Full transcript of the 503 general comments that are mentioned
in section 10.5 of Complainant Satisfaction Survey 2007.

Part of the service provided by ORC International in the course of the
survey was to analyse, collate and summarise survey responses for us.
Individual comments were not analysed or retained by SPSO and therefore
I can advise that the requested information is not held by this office.

3. The same information from any similar surveys that have taken
place since the ones mentioned (i.e. in order to compare trends).

In terms of the User Experience Survey, we have continued to canvass
complainants' opinions with the help of Craigforth (a different
independent research company). Their report based on quarters 1 and 2 of
this year can be accessed on our website under Outreach / Research /
User Experience Survey.

As for staff satisfaction, we have only recently commenced a follow up
to the 2007 survey and the results are not yet available.

I hope this information is helpful.

Yours sincerely

Louise Rae
Information Analyst

Scottish Public Services Ombudsman
4 Melville Street Edinburgh EH3 7NS
tel 0800 377 7330 fax 0800 377 7331
email [Scottish Public Services Ombudsman request email]
web http://www.spso.org.uk

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This is an automated receipt from SPSO to let you know that we have
received your email. Please do not reply to this.

If your email to us was a new complaint, we will register it and will
acknowledge it in writing within the next three working days. We will also
give you a reference number which you should use in any future
correspondence with us.

If your email was not about a new complaint, it will be forwarded to the
appropriate colleague who will reply to you in due course.

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Thank you for contacting the Scottish Public Services Ombudsman.

Our office is closed from 12 noon on 24 December and we will reopen at 9am
on 5 January.

Unfortunately, any emails received after 4pm on 23 December will not be
responded to until we reopen on 5 Janaury. We apologise for any
inconvienience this may cause.

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