About the �� Feed

Handling complaints effectively

2014-02-20T11:21:29+00:00

Audiences and being accountable to them are at the heart of what the �� does. Handling complaints effectively is key to both. �� producers and managers regularly read audience comments and complaints submitted to the ��'s audience feedback service and find the information provided invaluable. In this post, Head of Communication & Complaints at �� Audience Services Keith Jones, reflects on the conclusions of a recent �� Trust report that investigated the service.

Today the �� Trust has published its conclusions to the results of an ICM report which investigated how the ��'s complaints service has been performing since changes were implemented in 2012.

In 2005 the �� launched its three-stage complaints process. This was reviewed in 2012 by the �� Trust which represents the interests of licence-fee payers. Changes made included centralising the initial handling of complaints - 'Stage 1'. This meant that people should complain through �� Audience Services (online, or by letter or telephone) to ensure complaints could be tracked, acknowledged and dealt with effectively.

Complaints are first dealt with by the ��’s Executive side (not the �� Trust itself). A complaint may then escalate to a second stage, at which point the Editorial Complaints Unit - independent of programme makers - normally investigates those which suggest there may have been a breach of standards as outlined in the ��'s Editorial Guidelines. In certain cases complaints can later be escalated to the �� Trust on appeal - 'Stage 3'. Full details of the complaints service are on our complaints website.

ICM’s 'mystery shopping' report, commissioned by the �� Trust, tested the first stage of the process using a team of researchers who submitted their own complaints to the system. The research was carried out between June and September 2013, details of which can be found in the report's appendix.

The Trust concluded that since the last test in 2011 there had been improvements in the timeliness of responses to written complaints, which were mostly replied to within 3-6 working days, compared to between 9-11 working days when the report was carried out in 2011.

Researchers also said they were largely satisfied, but more so when they contacted the �� by phone or letter than if they complained online. Perhaps this is because engaging online with an organisation can often feel a more impersonal way to make contact. But some 75% of all complaints to the �� are now made online, and although we know we can’t expect to please everyone all the time, clearly we need to see what we can do to try and improve the content of our some of our email replies.

The research has still shown significant improvements to the way in which 'Stage 1' complaints are handled. And although we're not complacent, we are pleased to see the new system working more effectively.

Keith Jones is Head of Communication & Complaints, �� Audience Services

Updating the �� Complaints website

2011-11-22T14:38:49+00:00

Editors note: The new �� Complaints website is now live. You can see it at bbc.co.uk/complaints/

Every year, the �� receives around 1 million comments, appreciations, complaints and enquiries via the Audience Services team.

It's our job in Audience Services to ensure that every comment and complaint is normally shared in full the next morning with �� staff, and overnight we compile and circulate a report of the day's audience feedback. This is how we make sure that each viewer and listener can tell the �� directly what they think of our programmes and standards. No wonder then that this is one of the most widely read reports in the �� - your reaction is invaluable to producers and managers, and is discussed across the ��.

The rise of social media and more widespread publicity about the �� has probably fuelled its popularity. The site has made it easier for you to contact us, and the result is that since 2008 the number of complaints has doubled to around 240,000 every year.

Each complaint we receive must be logged, classified, reported overnight and if necessary replied to. And although it is an enormous task, we send most replies within around 2 weeks. But to achieve this efficiently and still use your licence fee sensibly, we need technology tailored to our needs, as well as people to process, handle and reply to your comments.

Which is why, after some 6 years, the Complaints website is changing. The new site will be launching shortly, part of a wider updating of the ��'s corporate websites that started with the launch of the new �� Media Centre site last month.

The new �� Complaints site looks different, and uses a simpler design which we have tested with audiences, including their extensive feedback in the design process. The site will feature more editorial updates and links when there is a relevant report, statement or finding that has been issued by the ��. It will link you directly to Radio 4's "Feedback" or "�� Newswatch" programmes, so you can catch up with these when they are on.

The site also uses technology more efficiently, and our webform has been redesigned so that you fill in the information needed to help report and classify your complaint efficiently and get it to the right people overnight. It explains in more detail, as you complete it, why we need the details we request about your complaint.

If you need to use the new �� Complaints site, we hope you'll still find it easy to use, even if it looks rather different. But above all of course, we hope you enjoy our programmes and really won't feel the need to complain...

Keith Jones, Audience Services

Explaining 'the Rajars'

2011-07-08T16:04:36+00:00

Editor's note: Feedback is Radio 4's weekly accountability programme, presented by Roger Bolton. The programme covers all of the ��'s radio stations and each week, while it's on-air, an item from the programme is published on the Radio 4 blog. This week's is about measuring the radio audience. Visit the Radio 4 blog to read the rest of this post and to leave a comment - SB

I always thought that the average Feedback listener was younger than I am, better dressed and more intelligent, and now I know it's true. I also now know that 1.4 million of you tune in to the programme every week.

Well I'm guessing about the intelligence and the quality of clothes, but the audience figures are certainly kosher. How do I know? Because RAJAR told me so. RAJAR stands for the Radio Joint Audience Research, and is jointly owned by the �� and its commercial rivals.

Every year 100,000 RAJAR surveys are completed, detailing what people listen to and when. Up to now they have used paper diaries, but this month listeners are able to switch to filling in their listening diaries online if they want to do so.

About the �������� Feed

Handling complaints effectively

Updating the �������� Complaints website

Explaining 'the Rajars'

About the �� Feed

Updating the �� Complaints website