The ICO has conducted and commissioned a number of reports on customer satisfaction and information rights.

Annual Track

Annual Track 2016

We commissioned Citizenme to undertake the study on our behalf. The research assess levels of awareness experienced by individuals of their information rights.

Annual Track 2014

We commissioned ComRes to undertake the study on our behalf. The research assess levels of awareness experienced by individuals of their information rights.

Annual Track 2012/13

The results of our 2012/13 Annual Track can be found below.

Report on Information Commissioner's Office Annual Track 2012/13 - Individuals
Report on Information Commissioner's Office Annual Track 2012/13 - Organisations

Annual Track 2011

The study monitored awareness and understanding of the Data Protection Act and Freedom of Information Act on an annual basis.

Report on Information Commissioner's Office Annual Track 2011 - Individuals
Report on Information Commissioner's Office Annual Track 2011 - Organisations

Previous years

For previous years' results, visit our archive page.

Customer satisfaction research

Customer satisfaction research 2015

We are currently conducting customer satisfaction research and have commissioned BDRC Continental to undertake the study on our behalf. BDRC Continental is an independent market research company which adheres to the Market Research Society’s Code of Conduct.

The information provided by respondents will be treated as private and confidential, with individual responses remaining anonymous.

The key objective of the research is to assess levels of satisfaction experienced by individuals and organisations using the services provided by the ICO, the results of which will be fed into our continuous improvement programme.

Customer satisfaction research 2012/13

We commissioned SPA Future Thinking to undertake the study on our behalf. The key objective of the research was to assess levels of satisfaction experienced by individuals and organisations using the services provided by the ICO.

Customer satisfaction research 2009

We commissioned Jigsaw Research to conduct the survey. The key objective of the research was to assess levels of satisfaction experienced by data controllers using the services provided by the data protection compliance department. In particular, the research was commissioned to assess:

  • Satisfaction with service delivery and, in particular, to assess how well staff were seen to perform
  • Which communication channels were used and what user preferences were.

The results of the survey have been fed into our continuous improvement programme and are available below:

Customer Satisfaction Survey 2009 Report
Customer Satisfaction Survey 2009 Presentation

Previous years

Similar surveys were completed in both 2005 and 2006:

Customer Satisfaction Survey 2006
Customer Satisfaction Survey 2005

Satisfaction with written advice

Wave one

In the first of two waves, during 2012, the ICO commissioned SPA Future Thinking to conduct a survey on the satisfaction of written requests for information. The survey among written enquirers looked at overall satisfaction measures, as well as specific features of ICO's written advice, and determined how these impacted on overall satisfaction.

This included looking at the ICO's speed at responding to written requests for information, the quality of the reply, as well as the effort required.

Satisfaction with written advice - wave one

Wave two

In the second wave of the survey, which was completed in 2013, the ICO once again commissioned SPA Future Thinking to conduct a survey on the satisfaction of written requests for information. The survey among written enquirers looked at overall satisfaction measures, as well as specific features of the ICO's written advice, and determined how these impacted on overall satisfaction.

This included looking at the ICO's speed at responding to written requests for information, the quality of the reply, as well as the effort required.

Satisfaction with written advice - wave two

Satisfaction with helpline survey

The ICO commissioned SPA Future Thinking to conduct a survey on our customers' satisfaction with general helpline enquiries. The key objectives of the survey were to evaluate specific features of the helpline, as well as measuring overall satisfaction.

This included looking at the speed our advisers dealt with a call, the level of detail and accuracy, as well as whether the adviser fully dealt with the call.

Satisfaction with helpline survey

Nuisance calls study 2013

We worked with the Office of Communications (Ofcom) to conduct a national study into nuisance calls and commissioned Ipsos Mori to undertake research on our behalf.

This research will help Ofcom and the ICO to understand how many of these types of calls are occurring and the effect of registering to the Telephone Preference Service (TPS) – the official opt-out register for people who don’t want to receive these types of calls. The research will directly inform future policy decisions will help Ofcom and ICO to find out how they can protect customers from unwanted calls.

Complaint handling research

in 2012, we commissioned SPA Future Thinking to conduct a survey, which looked at the overall satisfaction of complaint handling. this particular survey evaluated specific features of complaint handling, and determined their impact on overall satisfaction.

This included looking at the ease of registering a complaint, the quality of the reply, as well as how thorough the ICO was during an investigation.

Complaint handling research

Embedding information rights into UK Education

We commissioned the University of Edinburgh to research how best to ensure that children are properly informed about information rights. The research included two phases: phase one was a feasibility study and phase two an in depth analysis, listing detailed recommendations on where we should concentrate our efforts. The reports recommend that we should begin a programme to embed information rights in education systems across the UK.

Phase one: feasibility study into ensuring that children are properly informed about education rights
Phase two: detailed recommendations for embedding information rights in education systems

Benchmarking report

ICO Stakeholder Perceptions Research 2012

The ICO commissioned Ipsos Mori to conduct a stakeholder perception study among 71 key stakeholders drawn from the public and private sectors and civil society groups. Those contacted held policy development, implementation and complaint handling roles.

Report on ICO Stakeholder Perceptions Research 2012