Public services need to undergo a cultural shift to ensure they use complaints to boost innovation, according to a study from Nesta. The report, Grumbles, Gripes and Grievances, highlights the differences between the public's expectations of services, and what they actually get. The gap between expectations and reality has been further widened by reductions in public spending which could lead to unhappy services users if public services fail to listen and evolve. Nesta has urged public services use complaints to boost innovation and find solutions to service user difficulties.
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