Research and analysis
Charity Commission customer survey 2021
Research into customers’ experience of Charity Commission services.
Applies to England and Wales
Documents
Details
This report presents the findings of independent research into charities’ views on the service they received from the Charity Commission.
Headlines
- 69% of customers who responded said the service they received from the Charity Commission was good or very good – consistent with last year
- Most of our customer contact continues to be through our website, which 81% of customers rated as good
- Most customers come to our website to update their charity details or to file their accounts and annual return; over 90% of customers in the survey rated these services as good
- Customers who had direct contact with Commission staff found them professional and helpful; some customers would like it to be easier to speak to someone when they need help
The Commission will use these insights to continue improving its services.
This research was conducted on behalf of the Charity Commission by our research partner, Yonder.
Published 14 July 2022