A duty to deliver

摘要

Over the first two months of 2013, the Service Personnel and Veterans Agency (SPVA) undertook a Customer Satisfaction Survey. Launched online and distributed in hardcopy to over 12,000 veterans, the short questionnaire was described by Jon Parkin, Head of Veterans Services, as a work of engagement. "This survey will really help us see what veterans actually think of us, both good and bad," he said, "with all the feedback being used to improve how we do things in the future."