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 four 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
Within the goverment feedback is held within 2 systems called Customer Feedback Management System and the Datix System.
The Datix System is used within the health industry and for this reason is used within the Health Care Jersey department, the rest of the government use the Customer Feedback Management System.
This site details the Customer Feedback Management System and Datix System results seperate.
Total feedback received in 2025
Find below how much feedback each of our departments received in 2025.
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title:Feedback Received
Types of complaints for 2025
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.
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title:Complaint Themes
Outcomes of complaints for 2025
We classify complaints as 'closed' once they have been resolved or a response has been provided, to find definitions of complaint closure reasons in closing complaints of the customer feedback policy.
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title:Complaint Outcomes
Stages of closed complaints for 2025
We have a 3-stage procedure to resolve complaints which depends on the complaint.
Find more information in the customer feedback policy on
complaint acknowledgement and
timeframes.
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title:Stages
Health Care Jersey
The Health Care Jersey department use a sperate feedback management system called Datix. This is used specifically within the Health Industry and for this reason reporting sites outside of the normal reporting platform. For this reason all figures detailed below are in addition to those figures publish above.
Feeback received in 2025
Health Care Jersey
| 81
| 161
| 1,772 | 1,519
| 228
|
|---|
Outcomes of complaints for 2025
Upheld
| 25
| 21
| 22
| <10
|
|---|
Partially upheld
| 14
| 18
| 27
| 14
|
|---|
Not upheld
| <10
| <10
| 15
| <10
|
|---|
Outcome not achievable
| <10 | <10
| <10
| <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.
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