The IPCC has conducted a number of studies on this area and these can be found below.
We seek feedback from appellants about the quality of service they receive from us and use it to measure customer satisfaction on a quarterly basis. In 2012 we commissioned telephone interviews with a number of people who had responded to the survey to get a richer picture of what their expectations of us were, and how we might improve.You can read the results, and our response, here.
IPCC Appellant's feedback survey report 2008/09Report of a survey undertaken by the IPCC which sought feedback from those who had appealed to the IPCC about the police’s handling of their complaint.
Summary of quarterly feedback from IPCC appellants Key findings from the 2008/09 Appellant’s feedback survey and comparable quarterly data from the on-going survey.
Appeals feedback tablesExcel tables presenting data from the 2008/09 Appellants feedback survey and quarterly data from the on-going survey.
Learning from Appeals IPCC research report examining the learning from upheld appeals about the non-recording of complaints and the handling of complaints through investigation or local resolution.A summary of the key findings and learning can be found in Learning the Lessons Bulletin 13 on the Learning the Lessons website.
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