The Improvement & Development Agency (IDeA) are this month (June 2008) hosting an online conference on the subject of ‘customer insight’. The’ve neatly started off by inviting Mary Tetlow to provide a piece with her views and a video of herself.
I believe Mary’s piece is a reasonable criticism of the National Indicator set and Place survey, reflecting the views of the public and in two A4 pages she explains some of the issues faced by many local authorities having to do something that is of little or no value (which perhaps echoes back to the government’s own NI14).
Anyway, the debate has opened but registration is required to partake. Please take a look!
Having read about and discussed customer insight, need, satisfaction etc., I believe we can make this as complex or as simple as we want, but on this occasion, please, please, lets opt for the Occam’s razor of solutions and go for something that is easy for councils to operate and gives the public what they deserve!
The Great E-mancipator 
Great post. I will read your posts frequently. Added you to the RSS reader.