Research and analysis

Charity Commission customer survey 2022

Research into customers’ experience of Charity Commission services.

Applies to England and Wales


Charity Commission customer survey 2022

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This report presents the findings of independent research into charities’ views on the service they received from the Charity Commission.


  • 69% of customers who responded said the service they received from the Charity Commission was good or very good – consistent with the last 2 years
  • most of our customer contact continues to be through our website, which 83% of customers rated as good (up from 81% last year)
  • most customers come to our website to update their charity details or to file their accounts and annual return; over 90% of customers in the survey rated these services as good
  • customers who had direct contact with Commission staff found them professional and helpful – 77% said they received good service from our Contact Centre
  • customers highlighted speed of written response, and simpler ways of finding specific information, as areas for improvement

The Commission will use these insights to continue improving its services.

This research was conducted on behalf of the Charity Commission by our research partner, Yonder.

Published 14 July 2023