Simmons R, Birchall J & Prout A (2007) Our Say: User Voice and Public Service Culture. National Consumer Council. http://www.consumerfutures.org.uk/wpfb-file/our-say-user-voice-and-public-service-culture-2007-pdf
Around seven out of ten people who use public services express views on their experiences, in one way or another, at one time or another.This is a valuable source of information and a good way to connect service providers and users in a common cause. Drawing on face to face surveys completed with 543 public service users, this report explores the importance of this ‘user voice' and how to create the right conditions for its expression.