Case Study
Department for Education & Skills
Sectors:
Central Government
Public Consultation
Service(s): Data Processing and Analysis, Depth Interviews, Face to Face, Focus Group, Project Design, Qualitative, Quantitative, Telephone Surveys
Approach(es): Customer Insight, Public Consultation, Stakeholder Research
The Challenge
The Department for Education & Skills needed to understand levels of customer satisfaction amongst key stakeholders (public, parents, teachers, head teachers and children and young people). A customer focus team was set up within the Corporate Communications directorate.
DJS Research (through Danny Sims) were commissioned on an on-going basis to provide consultancy support and help implement a number of market research projects.
The Approach
Projects included:
- Public Perception Survey - measuring levels of satisfaction with the education system amongst the public and parents
- Stakeholder Tracking Survey - measuring levels of satisfaction with the education system amongst Head teachers, teachers, students, the general public and parents
- Children & Young People Survey - measuring levels of satisfaction with the education system amongst 14-17 year olds.
We also helped initiate a number of more tactical, ad-hoc research projects.
The Results
On-going results were presented back to the board to show levels of satisfaction over time. Our analysis was also presented to the Secretary of State for Education.
In addition the results were also part of a wider initiative led by the Cabinet Office. The education results were benchmarked along with customer satisfaction results from all other Government Departments.
Testimonial
“Danny has been working for the Department for Education & Skills (DfES) for some 18 months now. His market research experience and skills have been invaluable in taking forward the customer focus work in the Department. He has worked on a number of high profile projects including the management of surveys to track public and young people's perceptions. Part of this work includes presenting his analysis to the Secretary of State for Education. He has become renowned as a specialist source and he has built up an excellent reputation for high quality work and a pragmatic and challenging approach”.Corporate Communications
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