Cabinet Office

This research for the Cabinet Office examined the most important aspects of service provision that drive overall satisfaction with public services. The study asked a representative sample of the general public about their experiences of a range of public services, and analysed the findings to see whether a generic set of key drivers could be found. As a result, we identified a set of five key drivers of satisfaction with public services: delivery, timeliness, information, professionalism, and staff attitude. This research has been influential across government - the recent Charter Mark Review recommended that these key drivers should help form the basis of the new Charter Mark standard.