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Charter Mark helps courts deliver a better service

Civil and family court users said they received a higher standard of service in those courts which had achieved a Charter Mark than in those without the national customer service badge of excellence, according to new research published today.

Responses from nearly 18,000 users of civil and family courts, analysed by the independent research consultancy ORC International, showed court users were significantly happier with their dealings with courts holding Charter Mark than they were in their contact with those without Charter Mark.

Minister for the Cabinet Office David Miliband MP said:

This independent research shows how valuable national Charter Mark standards are in improving how our public services respond to their customers. The Court Service has embraced Charter Mark, and the improvements are welcomed by those who use the courts or come into contact with them. I hope these results will encourage other public sector organisations to achieve Charter Mark.

Every citizen has the right to expect high standards in all our public services, including schools, hospitals, local authorities and the police. This is why we have transformed Charter Mark from a prize for the best into a high standard which all should achieve.

Constitutional Affairs minister Christopher Leslie MP added:

The Court Service continues to successfully use Charter Mark as a tool for delivering service improvements. We are focusing on the ever changing needs of our diverse customers and as a result our satisfaction levels are improving.

The Charter Mark was traditionally awarded to public sector organisations delivering a high standard of customer service. The Prime Minister announced in October 2003 that it is now the customer service standard for all public services.

Overall, users of courts holding Charter Mark reported greater satisfaction in their dealings with Solicitors, Social Workers and Police Officers. These higher levels of customer satisfaction were consistent across services provided by Charter Mark courts. Public counters were rated eight points higher (88% satisfied compared with 80% in those without Charter Mark); telephone service nine points higher (83:74%); written correspondence six points higher (80:74%) and complaints handling an impressive ten points higher (36.26%).

Notes to editors:

1. Charter Mark has six criteria which public services are urged to develop to improve their workings with their customers:
   • Set standards and perform well
   • Actively engage with your customers, partners and staff
   • Be fair and accessible to everyone and promote choice
   • Continuously develop and improve
   • Use your resources effectively and imaginatively
   • Contribute to improving opportunities and quality of life in the communities you serve
   For further information, please visit www.chartermark.gov.uk.
2. ORC International analysed data from 17,877 civil and family court customers across 218 courts collected between February 2001 and February 2004. Their analysis was based on responses to five key satisfaction/dissatisfaction questions that have been consistent across the time period of the surveys. The research was commissioned by the Charter Mark unit in the Cabinet Office.
3. 96% of Courts within the Court Service of England and Wales have now achieved the Charter Mark Standard. The Court Service was the first organisation to undertake a corporate programme of Charter Mark applications.

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