Centre for Policy on Ageing



Expectations of public services — consumer concerns 2003
Corporate Author	National Consumer Council - NCC
Publisher	National Consumer Council - NCC, London, 2003
Pages	29 pp (NCC findings)
Source	National Consumer Council, 20 Grosvenor Gardens, London SW1H 0DH. www.ncc.org.uk
Keywords	Services ; Quality ; Attitude ; Consumer ; Social surveys.
Annotation	As an organisation dedicated to the development of consumer focused policies and services, the National Consumer Council (NCC) has a particular interest in the delivery of good quality public services. This research used a literature review and qualitative and quantitative fieldwork carried out by the Smart Company, to explore how the public and opinion leaders perceive the quality of public services, and to highlight emerging consumer issues in relation to the quality of services. The report draws together the results and applies seven consumer tests - access, choice, safety, information, fairness, redress and representation - to the way in which the public and opinion leaders look at public services. Overall, there remains a considerable need to restore confidence in public services and to ensure public and opinion leaders' support for the public service reform agenda. (RH).
Accession Number	CPA-030321206 B
Classmark	I: 59: DP: WY: 3F
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...from the Ageinfo database published by Centre for Policy on Ageing.