Research and analysis

HMCTS stakeholder perception audit report 2019

Publication of independent research carried out following recommendations from the National Audit Office and Public Accounts Committee.


Susan Acland-Hood letter to Public Accounts Committee on stakeholder perception audit report

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Following clear recommendations from the National Audit Office and the Public Accounts Committee in 2018, HMCTS commissioned BMG Research to conduct an independently run, multi-phase stakeholder audit.

The research was carried out between April and June 2019. For the quantitative phase, we sent a survey link using our corporate communication channels inviting all HMCTS stakeholders to take part in the online survey, which generated 1062 responses. We also held 30 qualitative depth telephone interviews, which included legal professionals (16 interviews) and public user group representatives (14 interviews).

The main objectives of the research were:

  • To establish an evidence base regarding stakeholders’ perceptions of HMCTS, including their levels of trust.
  • To develop an understanding of how stakeholders currently engage with HMCTS and how this differs between stakeholder groups.
  • To understand how our stakeholders would like us to engage with them and use this information to improve HMCTS’ communications, engagement and events strategies.

The findings of this report, and the detailed data that sits behind it, will be used to validate and inform HMCTS’ overall stakeholder engagement approach and help to focus this activity for maximum impact.

Published 16 October 2019