High levels of public awareness - and what our customers think of us

Research commissioned by the PCC from Ipsos Mori shows that 85% of the online population are aware of the PCC – with nearly a quarter saying they knew the organisation either ‘very well’ or ‘a fair amount’. These figures are a clear improvement on the figure just 2 years ago, when 72% of people were aware of the Commission. This follows numerous initiatives aimed at improving the PCC’s visibility, including Open Days around the country and encouraging newspaper and magazine websites to publish references to the fact they subscribe to the Code.

The Commission has also just published independently-audited customer feedback showing a good degree of customer satisfaction from those who use the PCC’s services.

This showed that, in the first 6 months of 2008:

• 79% of complainants thought that their complaint was dealt with thoroughly or very thoroughly;
• 74% of people felt that their complaint was dealt with either very satisfactorily or satisfactorily;
• 81% of people thought that the time it took to deal with their complaint was ‘about right’;
• 72% gave the PCC’s staff a rating of either 8, 9 or 10 out of 10 for helpfulness when dealing with complainants – with 41% of the total figure giving PCC staff 10 out of 10.

1. Ipsos MORI interviewed a sample of the British online public, aged between 16 and 64. A total of 1000 interviews were completed between 14^th and 18^th March 2008. The 2006 survey was offline.
2. The Code of Practice has covered text on newspaper and magazine websites since 1997. Since 2007, it has also covered audio-visual content on those websites.
3. 155 people returned customer survey forms, which were audited by the Charter Compliance Panel.
4. More information about Ipsos MORI can be found at www.ipsos-mori.com