The survey of parents who use the CSA finds two-thirds unhappy with the service. When asked to rate its performance out of five, the average score is just 2.7 and even less in terms of satisfaction, at only 2.3 out of five.
Those interviewed for the survey, carried out by PricewaterhouseCoopers during 2006 and 2007, were also asked to rate aspects of the CSA's work in terms of importance and performance. The CSA is found to perform poorly in the two areas that matter most to parents; debt enforcement and complaint handling.
In contrast, performance is better in aspects of the service that matter marginally less, such as general administration and case management. Both non-resident parents and parents with main care responsibilities for children were interviewed. Just under half of those with main care responsibilities said non-resident parents have either sporadic or no contact with their children. Half of all those surveyed said they either have no contact or a poor relationship with their ex-partner.
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