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Beyond the Satisfaction Survey – The Satisfaction Survey goes only so far. It is best seen as a starting point for more dialogue-oriented customer consultation

Among the stakeholders regularly consulted by both public bodies and commercial companies, one category stands out – customers

Customer consultation is one of the four consultation environments identified by the Institute, and should be within the core competence of every organisation that delivers services or supplies products. Sadly, it is often a neglected area.

It is true that managers nowadays organise “Customer Satisfaction Surveys”. But many of these are token efforts only. They include very general questions and require such sparse demographic data that they can only offer a limited analysis capability. Such data as can be gathered from such surveys are unlikely to influence senior managers, or to lead to significant product or service improvements.


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About the Author

Rhion Jones is considered a leading authority on Public Engagement and Consultation. A founding Director of the Consultation Institute, he is co-author of “The Art of Consultation” (2009) and “The Politics of Consultation” (2018). He has delivered over 500 training courses and Masterclasses and is a prolific writer on the subject, having written over 350 different Topic papers and over 50 full Briefing Papers for the Institute. Since 2003 over 15,000 person-days of training based on courses he invented have been delivered. Rhion is in demand as an entertaining Keynote Speaker and Special Adviser, particularly on the Law of Consultation, and its implications for Government and other Public Bodies. In 2017, he was awarded the ‘Lifetime Achievement Award’.

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