Research Methodology
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Our customer satisfaction research takes place throughout the year. This research summary covers the period from 10 May 2010 to 17 April 2011. The research is conducted by an independent research company, using telephone surveys with enquirers, complainants and review customers.
The surveys take place using computer assisted telephone interviewing (CATI) technology.
A random sample of enquirers and review customers and all complainants are invited to take part in the survey once they have received the final decision about their case
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