Performance and customer satisfaction

The framework

We have 2 annual activities that give us a reflection on the last 12 months of LGSS Service delivery.

The annual end user satisfaction survey goes out to everyone at each customer organisation for you to rate the services you have used and tell us what we do well, and what we need to improve.

The annual strategic executive interview is carried out with the Chief Executive (or delegated other) of each customer organisation. It explores the strategic direction of the customer organisation, how well LGSS supports them, whether LGSS is value for money, and how we can better engage with them as a customer.

Ongoing feedback

Comments, Compliments and Complaints, Issues Logs, Service user feedback forms and KPI Performance are activities that are ongoing throughout the year.

Once every year, we collate and analyse all of the activity delivered across the framework and work with directors and heads of service to develop Service Improvement Plans to each of our Clients.


We monitor the delivery of the Service Improvement Plans on a quarterly basis and report back to our clients as part of the performance meetings we hold.

How can you help?

If you have received a comment, compliment or complaint from a customer, please register it with us so that we can share the compliment across LGSS or support with a complaint.

If you would like to discuss any element of the Framework, you can contact us