Legal Services Commission: Standards

Justice written question – answered on 16th July 2008.

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Photo of Edward O'Hara Edward O'Hara Labour, Knowsley South

To ask the Secretary of State for Justice how the Legal Services Commission's national customer service score is calculated.

Photo of Bridget Prentice Bridget Prentice Parliamentary Under-Secretary, Ministry of Justice

The Legal Services Commission introduced a customer service single score from 2003-04 in its regional offices and throughout the organisation from 2004-05 to reinforce its commitment to improve all levels of customer service. The measures used in the score are tailored to each department and include: the time taken to perform key tasks; telephone handling skills; quality control; complaints handling and the ability to respond swiftly. In 2007-08, the LSC achieved 93 per cent. in its customer service score against a target of 90 per cent.

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