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Customer Satisfaction Survey of LRC Services (April 2005)

This report summarizes the findings of the Labour Relations Commission (LRC) customer satisfaction survey conducted in April 2005. It covers various aspects such as overall satisfaction levels with LRC services, the strengths and weaknesses of the conciliation and advisory services, and recommendations for improvements including better facilities and promotional strategies. Key insights include high satisfaction with staff professionalism but identified needs for timely resolutions and better promotion of services. User feedback suggests a majority are likely to utilize advisory services in the future.

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Customer Satisfaction Survey of LRC Services (April 2005)

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  1. Labour RelationsCommission Customer Satisfaction Survey April 2005

  2. LRC Services GenerallyQuestionnaires Issues/Returned

  3. Questionnaires Issues/Returned

  4. Level of Satisfaction with Standard of LRC Services

  5. Reasons for Dissatisfaction with Standard of LRC Services • Delays • Lack of Information about services offered/available

  6. Awareness Levels of LRC Services

  7. Levelof Satisfaction with Promotion of LRC Services

  8. How Promotion of Services Should Be Improved Information Literature – circulate via Mailshots, Representative Bodies, CIC`s and Schools Seminars and Workshops

  9. Conciliation ServiceLevel of Satisfaction with Concilation Service

  10. Conciliation Service Strengths • Staff Flexibility • Reputation for Resolution • Relationship based knowledge of key players • Impartiality

  11. Concilation Service Weaknesses • Sometimes difficult to get closure • Sometimes seen as only part of the process or going through the motions • Delays

  12. Suggested Enhancements to the Conciliation Service • Facilities • Accommodation needs to be freshened up • Tea/coffee facilities • Larger rooms for side conferences • Delays • Guarantee hearings within strict deadlines • Assign sequential reference numbers to allow parties estimate waiting time • Appoint more IRO’s – consistency in quality of service

  13. 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

  14. Advisory ServiceLevel of Satisfaction with the Advisory Service

  15. Advisory Service Strengths • Staff Professionalism • Useful in entrenched positions • Helps employers with advice as well as employees rights

  16. 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

  17. 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

  18. 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

  19. Rights Commissioner ServiceLevel of Satisfaction with the Rights Commissioner Service

  20. 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

  21. 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

  22. Labour RelationsCommission Customer Satisfaction Survey April 2005

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