Wednesday, 31 March 2010

Ipsos MORI Customer Satisfaction Survey for the Local Government Ombudsman July/August 2007 - and how the Local Government Ombudsman biased the results

Customer Satisfaction Survey for the Local Government Ombudsman 2007

The Ipsos MORI 2007 survey found that 73% of complainants were dissatisfied with the final outcome of their complaint to the Local Government Ombudsman, and only 22% were satisfied. Of the few cases (less than 1.5%) where the Local Government Ombudsman found maladministration causing injustice, 50% of these complainants were dissatisfied with the outcome.

57% of complainants regarded the fairness of the Local Government Ombudsman's report to be poor or very poor, and only 31% regarded the fairness of the report to be good or very good. Only 45% felt their complaint was investigated fairly.

But more importantly the Local Government Ombudsman manipulated the survey sample by excluding 18% of complaints from the sample, of which 14% were excluded on the spurious ground that no telephone number was provided. When almost all households have a telephone, it is unbelievable that 14% of complaints were excluded from the sample because no telephone number was provided.

It is suspected that the Local Government Ombudsman deliberately manipulated the sample by excluding complainants they knew were not satisfied with the way the Local Government Ombudsman dealt with their complaint, by not providing a telephone number to Ipsos MORI, or otherwise excluding them from the sample. The Local Government Ombudsman deliberately biased the results in their favour.

A telephone survey was used in preference to a paper postal survey as this permitted the Local Government Ombudsman to bias the results by excluding complainants they decided had no telephone number. The Local Government Ombudsman is well versed in methods of deceit, and fiddling statistics is their forte.

In the earlier MORI Complainants Survey (1999), 57% of complainants regarded the fairness of the Local Government Ombudsman's conclusions in their reports and letters to be poor or very poor, and only 31% regarded the fairness of their conclusions to be good or very good. 55% of complainants regarded the logic of the Local Government Ombudsman's conclusions in their reports and letters to be poor or very poor, and only 31% regarded the logic of their conclusions to be good or very good. The Local Government Ombudsman excluded these questions from the 2007 Ipos MORI survey because they show just how perverse, unhinged, and irrational their decisions are. Again the sample was manipulated to exclude certain dissatisfied complainants.


The three wise monkeys are a pictorial maxim. Together they embody the proverbial principle to "see no evil, hear no evil, speak no evil". The phrase is often used to refer to those who deal with impropriety by looking the other way, refusing to acknowledge it, or feigning ignorance.

Three wise monkeys