TV Licensing Customer Satisfaction Surveys

The request was successful.

Dear British Broadcasting Corporation,

I am making this request in accordance with the Freedom of Information Act 2000.

I recently read, with great interest, the BBC/Capita TV Licensing contract disclosed in response to RFI20151851.

I note that in accordance with section 11 to schedule 2 (services) of that contract, Capita is required to conduct "customer satisfaction surveys" on a monthly basis. Clearly, as this is a contractual requirement, there can be little doubt that the survey data collected is held on behalf of the BBC.

In accordance with section 1 of the Act please provide all "customer satisfaction survey" data collected since 1st January 2013.

In accordance with section 11 of the Act, please note my preference for the data to be disclosed in Microsoft Excel spreadsheet format.

The BBC is reminded that the data must be disclosed in a readily understandable format, with accompanying explanatory notes if necessary.

I look forward to the BBC's response.

Yours faithfully,

Peter Jones
Lead author of the TV Licensing Blog
http://tv-licensing.blogspot.co.uk

FOI Enquiries, British Broadcasting Corporation

Dear Peter Jones

Thank you for your request for information under the Freedom of Information Act 2000, as detailed in your email below. Your request was received on 19 December 2015. We will deal with your request as promptly as possible, and at the latest within 20 working days. If you have any queries about your request, please contact us at the address below.

The reference number for your request is RFI20152178.

Kind regards

The Information Policy & Compliance Team

BBC Freedom of Information
BC2 B6, Broadcast Centre
201 Wood Lane
London W12 7TP

www.bbc.co.uk/foi
Email: [BBC request email]

Tel: 020 8008 2882

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Dear FOI Enquiries,

The BBC is now late in providing its response to my request for information, RFI20152178.

Please issue either a response or valid refusal notice at the earliest opportunity.

Yours sincerely,

Peter Jones

FOI Enquiries, British Broadcasting Corporation

3 Attachments

Dear Mr Jones

 

Please find attached the response to your request for information,
reference RFI20152178.

 

Kind regards

BBC Workplace and Information Rights
BC2 A4, 201 Wood Lane, London W12 7T

 

[1]cid:image001.png@01D0DBF1.F71C1B40

 

References

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FOI Enquiries, British Broadcasting Corporation

3 Attachments

Dear Mr Jones

 

Please find attached the final response to your request for information,
reference RFI20152178.

 

Kind regards

BBC Workplace and Information Rights
BC2 A4, 201 Wood Lane, London W12 7T

 

[1]cid:image001.png@01D0DBF1.F71C1B40

 

 

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References

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2. http://www.bbc.co.uk/

Dear FOI Enquiries,

Thank you for your most recent response to my request for information, RFI20152178.

I note that the BBC has failed to provide "all customer satisfaction survey data collected since January 2013", as clearly requested by me on 19th December 2015. I also note the BBC's comment that it has provided the data in the manner in which "it is intended to be viewed", which might not be reflective of the actual data held by Capita on behalf of the BBC.

As the BBC has failed to provide all data - a clear breach of section 1 of the Act - then I have no way of evaluating Capita's methodology in collecting that data. In particular, the absence of any sample sizes means I cannot be confident of the completeness or reliability of the data provided.

I would appreciate if you'd reconsider your initial disclosure document, taking into account my concerns raised above.

Please note that this is not a new request for information, but rather a request for the BBC to fulfill its obligations under section 1 of the Act. That being the case, the BBC is also in breach of section 10 of the Act, in that it has failed to provide the information requested or a valid refusal notice within 20 working days.

Yours sincerely,

Peter Jones

FOI Enquiries, British Broadcasting Corporation

1 Attachment

Dear Mr Jones

Further to your email below; I have checked the What Do They Know website and can see that perhaps only 1 or 2 attachments have reached you in our first response to your request, reference RFI20162178 on 25th January 2016. This may be because the files were too large. There should have been around 10 attachments. I have attached these again; could you kindly confirm if you received all of these attachments in the initial response?

Kind regards

BBC Information Rights

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FOI Enquiries, British Broadcasting Corporation

Dear Mr Jones

 

We wrote to you on 7 March 2016 to say that it appears that you may not
have received all of the disclosure documents sent to you with our
original response of 25 January 2016.

 

The list of disclosure documents is as follows:

 

1.       UK Customer Satisfaction Survey January 2013 – March 2014

2.       Welsh Customer Satisfaction Survey – December 2013

3.       Welsh Customer Satisfaction Survey – December 2013 (Welsh
language)

4.       Welsh Customer Satisfaction Survey – June 2014

5.       Welsh Customer Satisfaction Survey – June 2014 (Welsh language)

6.       Welsh Customer Satisfaction Survey – October 2014

7.       Welsh Customer Satisfaction Survey – October 2014 (Welsh
language)

8.       Welsh Customer Satisfaction Survey – April 2015

9.       Welsh Customer Satisfaction Survey – April 2015 (Welsh language)

10.   Welsh Customer Satisfaction Survey – October 2015

11.   Welsh Customer Satisfaction Survey – October 2015 (Welsh language)

 

A further disclosure document was sent to you with our response of 26
February 2016 (RFI20152178 Disclosure document 2).

 

Please let us know if you have not received any of the above documents and
you would like us to send you a further copy.

 

We would also appreciate it if you could confirm by Monday 21 March 2016
that you would still like us to carry out an internal review.

 

Yours sincerely

 

BBC Workplace and Information Rights

BC2 A4, 201 Wood Lane, London W12 7T

 

Dear FOI Enquiries,

I have now received sufficient information in response to this request.

There is no need to proceed with my internal review request.

Yours sincerely,

Peter Jones

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