Satisfaction with customer services in the public sector continues to trail the private sector. The latest survey by the Institute of Customer Service shows public services near the bottom of the league table which is led by tourism and retail. Overall, customer satisfaction levels are rising in the UK with an average rating of 74 up from 72 in the previous study.

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Sick absence in the public sector is significantly higher than the private sector and there is no satisfactory answer why this is so. The interim review of NHS Health and Wellbeing by Dr Steve Boorman indicates that the problem may be more to do with management than the health of the staff.

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By Amanda Ludlow

Absenteeism is an issue for the private and public sectors alike. But the problem is particularly acute in town halls where 13.5 days are lost each year, compared to 7.9 days in the private sector. The author examines management attitudes to absenteeism, which are part of the problem. She also suggests ways to cut the absenteeism rate substantially.

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