The views of those who are content with the service will also not be picked up. What is needed therefore are more formal consultation exercises. If these are well designed and carried out, they can provide surprising insights into the delivery of the service, from the users' point of view. They can include questionnaires and meetings. Questionnaires are more effective when sent as a matter of routine at particular stages in projects so that the developer has recent experience on which to comment.
Surveys tend to receive a much lower response.
Telephone surveys and meetings can explore views in more depth. Over time, a panel can develop a dialogue with the authority. Panel members' commitment will be secured if they see the authority acting on the discussions. Whatever method is used, steps must be taken to assure respondents of confidentiality. Where this is not possible, regular users will need reassurance that the authority will not be unhelpful at their next contact if they make critical comments.