Criminal Injuries Compensation Authority: Standards
The question
To ask the Secretary of State for Justice, with reference to Table 9, on page 19 of the Criminal Injuries Compensation Authority's Annual Report and Accounts, published on 24 July 2024, what the wording of the question that measured overall satisfaction was; and what the response rate was to that question.
Answered by Alex Davies-Jones
When issuing decision letters by post at both first and review decision stage, the Criminal Injuries Compensation Authority includes a paper survey form that applicants can complete and return. The wording of the question used to measure overall satisfaction was “Overall how did you feel about the service you received throughout the claims process”. In response applicants can select very good, good, average, poor and very poor. In 2023-24, the response rate to this question was 5.6%* (2326 surveys returned).
*The survey is issued at both first and review decision stage meaning the same applicant may be asked to complete this more than once. The survey is not issued again for cases which are appealed to the First-tier Tribunal.
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