Transcript LRC Customer Satisfaction Survey

Labour Relations Commission
Customer Satisfaction
Survey
April 2005
LRC Services Generally
Questionnaires Issues/Returned
Response
Details
Undelivered/Not Adjusted Issued
Completed
Numbers
Questionnaires
Returned
% Response
Rate
657
160
24%
134
54
40%
Private Sector
Employers
Public Sector
Employers
All Employers
43
43
791
214
27%
Trade Unions
2
168
60
36%
Total
45
959
274
29%
Questionnaires Issues/Returned
Level of Satisfaction with Standard of
LRC Services
Reasons for Dissatisfaction with Standard of
LRC Services

Delays

Lack of Information about services
offered/available
Awareness Levels of LRC Services
Level of Satisfaction with Promotion of
LRC Services
How Promotion of Services Should Be
Improved
Information Literature – circulate via
Mailshots, Representative Bodies, CIC`s
and Schools
 Seminars and Workshops

Conciliation Service
Level of Satisfaction with Concilation Service
Conciliation Service Strengths




Staff Flexibility
Reputation for Resolution
Relationship based knowledge of key players
Impartiality
Concilation Service Weaknesses



Sometimes difficult to get closure
Sometimes seen as only part of the process or
going through the motions
Delays
Suggested Enhancements to the Conciliation
Service

Facilities
-

Delays
-

Accommodation needs to be freshened up
Tea/coffee facilities
Larger rooms for side conferences
Guarantee hearings within strict deadlines
Assign sequential reference numbers to allow parties estimate
waiting time
Appoint more IRO’s – consistency in quality of service
Type of Additional Conciliation Services
Suggested


Most respondents felt there was no need to
enhance Conciliation Services
The minority who felt there should be
enhancements suggested:


The provision of more information
Mediation for bullying and harassment cases
Advisory Service
Level of Satisfaction with the Advisory Service
Advisory Service Strengths



Staff Professionalism
Useful in entrenched positions
Helps employers with advice as well as
employees rights
Advisory Service Weaknesses




Service should be better promoted
Voluntary nature of the Service is a weakness
when one party is not willing to participate
Not inclined to rap obvious negligent party on
the knuckles
Voluntary Dispute Resolution Code – Service is
used only as a formality
Types of Advisory Service Enhancements/Additional
Services Suggested



Educational assistance as per ACAS in UK
Publicity of services – seminars, conferences
Develop more specialisation
-
-
-
Training for joint groups of management/trade
unions
Dispute resolution methods for employers
Specific expertise to manage change in unionised
environments
Ensure all staff are experienced
Likelihood of Respondents to Avail of the
Advisory Service in the Future

75% of respondents, said that they were
likely to use the Advisory Service in the
future
Rights Commissioner Service
Level of Satisfaction with the Rights Commissioner
Service
Suggested Enhancements to the Rights
Commissioner Service


Broaden education of users
Deal with delays
-
-


Waiting time for hearings
Waiting time for decisions/recommendations to
issue
More consistency with outcomes
Increase number of Rights Commissioners
Types of Additional Rights Commissioner
Services Suggested

While the majority of respondents are of the
view that the Rights Commissioner Service
does not need to be enhanced those who
commented suggested:


Information days, seminars
More Resources
Labour Relations Commission
Customer Satisfaction
Survey
April 2005