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Government of Jerseygov.je

Information and public services for the Island of Jersey

L'înformâtion et les sèrvices publyis pouor I'Île dé Jèrri

Feedback statistics

​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​Your feedback and how we use it

​​Your feedback helps us understand what we do well and what we need to improve.

​We group feedback into 4 categories:

  • comments, general remarks or observations
  • complaints, when someone tells us they're not happy or have concerns
  • compliments, positive feedback or praise for good service
  • suggestions, ideas or recommendations to help us improve

​Give us your feedback​​

Find out about what we do with y​our feedback (you said, we did)​. 

Feedback received

Feedback in 2026

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title:Feedback for current year.

Feedback in 2025

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title:Feedback Received

Complaints types

The types of complaints we receive is important because they help us:​

  • recognise problems or issues
  • understand why things didn't go well by examining these topics
  • identify areas where we can make improvements to products, services or processes
  • improve overall customers' experience​

Some of the complaints cover more than one type, so the total number of types is higher than the number of complaints.

Complaint types in 2026

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title:Complaint types for current year

Complaint types in 2025

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width:720
height:390
title:Complaint Themes

​Outcomes of complaints 

We classify complaints as closed when they have been resolved or a response has been provided.

You can find definitions of complaint closure reasons in closing complaints in the customer feedback policy.

Outcomes of complaints in 2026

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title:Outcomes current year

Outcomes of complaints in 2025​

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title:outcomes previous year

Stages of closed complaints

We have a 3-stage complaints process. The stage at which a complaint is closed depends on the complexity of the case or if the customer has asked for it to be escalated.

Find more information in the customer feedback policy on complaint acknowledgement and timeframes.

Stages of closed complaints in 2026

​

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Stages of closed complaints for 2025

​​​

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title:Stages for last year

Health Care Jersey

​​​The data below has been received for Health Care Jersey (HCJ).

​Feedback received

​​​​Feedback received in 2026

​Comment
Compl​​aint​
Compliment​
Patient Advice and Liaison Service (PALS)​
Sug​​gestion​
​7
36​445​573​​

​Feedback received in 2025

​Comment
​Complaint
​Compliment
Patient Advice and Liaison Service (PALS)
​Suggestion
​81
161​​
1,772​​1,519
​228

Outcomes of complaints 

Outcomes of complaints for 2026

​​​Complaint outcome
​Quarter 1
​Quarter 2
​Quarter 3
​Quarter 4
​Upheld
​10
​​​
​Partially upheld
​<
​​​
​Not upheld
​<
​​​
​Outcome not achievable
​<
​​​

Outcomes of complaints for 2025

Complaint outcome
Quarter 1​
Quarter 2​
Quarter 3​
Quarter 4​
​Upheld
​25
​21
​22
​Less than 10
​Partially upheld
​14
​18
​27
​14
​Not upheld
​Less than 10
​Less than 10
​15
 ​Less than 10​​
​Outcome not achievable
Less than 10​Less than 10​
Less than 10
​Less than 10
​

​




Stages of closed complaints for 2026

​Complaint stage
Quarter 1​
Quarter 2​
Quarter 3​
Quarter 4​
Stage 1​​​30

​​​
​Stage 2
​​​​
​Stage 3
​​​​






Stages of closed complaints for 2025​

​Complaint stage​

​Quarter 1

​Quarter 2

​Quarter 3

​Quarter 4

​Stage 1

​42

​42

​54

​23

​Stage 2

​​Less than 10

​Less than​ 10

​Less than​ 10

Less than​ 10

​Stage 3

​Less than​ 10

Less than​ 10

Less than​ 10

​Less than​ ​10

Previous customer feedback report

We published reports for 2023 and 2024 which detail:

  • how feedback was received
  • actions we took in response
  • main themes of the complaints and their outcomes

The reports also outline how many complaints we addressed at each or our 3 stages.

Customer Feedback Su​mmary 2024

Customer Feedback Summary 2023​

How we measure our service performance

Service Performance Measures (SPMs) provide an annual overview of how our departments deliver key services across areas such as:

  • health​
  • education
  • customer services
  • community safety
  • criminal justice

​Find out more about Annual Service Performance Measures​​.​

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