Service Personnel and Veterans Agency
Defence

Jesse Norman (Hereford and South Herefordshire, Conservative)

To ask the Secretary of State for Defence how his Department ensures that service personnel and veterans who use the Service Personnel and Veterans Agency (SPVA) are satisfied with the standard of service which they receive from the SPVA.

Mark Francois (Rayleigh and Wickford, Conservative)

The Service Personnel and Veterans Agency (SPVA) conducts an annual customer satisfaction survey with service personnel, veterans and its corporate customers.

Service personnel have been surveyed via the Joint Personnel Administration system since it was rolled out in 2007. The 2011 survey recorded an 85% overall satisfaction with SPVA services.

In January each year, a random selection of some 13,000 veterans are invited to either complete a hard copy of the Veterans Survey or online via the Veterans UK website. The 2011 Veterans Survey recorded a 92% overall satisfaction with SPVA services.

On an annual basis, a senior representative of SPVA's 12 corporate customers is invited to be interviewed. The 2011 survey recorded a 75% overall satisfaction with services provided by SPVA.

The SPVA overall target for achievement of customer satisfaction is 80% with no less than 70% satisfaction in each of the three separate customer segments. The SPVA's combined assessment for 2011 was 84.22%.