Client: Disclosure Scotland
Project: Customer Research
Background: Established in 2002, Disclosure Scotland is an Executive Agency of the Scottish Government that provides criminal records disclosure for organisations in Scotland. Disclosure Scotland was undertaking a Transformation Programme which will seek to identify and preserve the elements of its service that perform well, whilst improving and streamlining those elements that cause frustration or delay to Disclosure Scotland’s customers and stakeholders.
This research project aimed to collate and analyse the level of satisfaction amongst Disclosure Scotland’s external customers and stakeholders when interacting with their services.
Method: A mixed method, staged approach was adopted, including a staff workshop, a qualitative scoping exercise (in-depth telephone interviews with customers and stakeholders), an online survey with 1,361 customers and 494 stakeholders and a final stage of qualitative interviews to explore reasons for dissatisfaction among both individuals and organisational customers of Disclosure Scotland.
Outcome: The final report fed recommendations based on robust research data into the Transformation Programme, with a view to improving the design of new and changed services in order to boost customer and stakeholder satisfaction levels.
Key contact: Ruth Bryan Associate Director
Tel: 0131 297 2564