Source · Select Committees · Defence Committee
Recommendation 5
5
MOD's performance recovery claims demand demonstrable improvement in customer experience and trust.
Conclusion
The MOD’s claims of a recovery in performance need to be borne out in a demonstrable improvement in the customer experience and markedly increased customer satisfaction. Service families’ trust has been affected and the DIO and service providers need to demonstrate a genuine “family first” approach to earn that trust back. (Conclusion, Paragraph 45) 41
Government Response
A response document is linked to this report, dated 3 March 2025. Response attribution to this conclusion has not been verified. Read the response document ↗