Observatory is regarded more highly than ever by customers

Customer satisfaction with the West Midlands Observatory is at its highest ever level according to a recent customer survey. Satisfaction with the Observatory has been rising year on year since 2006, and this year reached its highest ever score (3.19 on a scale of 1=low to 4=high).

Rosie Paskins, Chief Executive of the Observatory, said:

With current turbulence in local and regional governance, it is easy to lose sight of the role of evidence in overcoming the deep-seated problems and challenges faced by the West Midlands.

We are encouraged by this endorsement of our work by our customers, and I urge partners to realise the increased importance of evidence based decision-making in a time of increased budgetary pressure.

The Observatory will continue to provide authoritative and high quality research to help decision makers target limited resources and do more with less.

Other highlights of the survey included the highest ever ratings for the awareness and reputation of the Observatory. And over 93% of users said they regard the Observatory’s research to be independent and objective.

The high customer rating follows on from the Observatory being recognised as an “Excellent” organisation by independent assessors Investors in Excellence earlier in the year.

Jerry Blackett, Chief Executive of the Birmingham Chamber of Commerce and Industry, said:

We are in desperate need of hard facts and a cool assessment of what the facts tell us. It is too tempting to manage by anecdote and the Observatory helps stop this. In a world of Local Enterprise Partnerships, we still need the Observatory output.

Read a summary of the Observatory’s work over 2009-10 (pdf, 750kb)

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