Ministers have vowed to crack down on the misery of endless waiting in a telephone queue while being tortured by holding musak.
Writing in today’s Mail on Sunday, Cabinet Office Minister Esther McVey announces that she has written to the CEOs of public sector organisations ‘asking them to report back to me with hard numbers on their customer service performance’.
Ms McVey – the so-called Minister for Commons Sense, says that the organisations, including NHS England, HMRC and the Probate Service, lag behind the the private sector in terms of customer satisfaction measures.
She writes: ‘Any organisation that serves the public needs to put the public first.’
Ms McVey adds: ‘There is a post pandemic malaise that needs shaking off – with a renewed focus put on looking after customers.
Writing in today’s Mail on Sunday, Cabinet Office Minister Esther McVey (pictured) announces that she has written to the CEOs of public sector organisations ‘asking them to report back to me with hard numbers on their customer service performance’
Ms McVey – the so-called Minister for Commons Sense, says that the organisations, including NHS England, HMRC and the Probate Service, lag behind the the private sector in terms of customer satisfaction measures (Stock image)
‘Too often some public bodies have given the impression that things should be run for the convenience of the staff rather than the customer.
‘We cannot allow that culture to take hold.
‘This week the probate office reduced its phone helpline hours to just 9am to 1pm in an effort to clear chronic year-long backlogs other organisations have told customers that they will only allow ‘digitally excluded’ to use their telephone service.
‘This isn’t good enough and that’s why I have written to the CEOs of our public sector organisations’.
Tory MPs have told No.10 that frustrations such as being unable to ‘speak to a human’ when settling bills or resolving customer service issues, are among the most frequently-cited issues on the doorstep.
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