Who are our customers?
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Our customer satisfaction survey asks enquirers, complainants and review customers to provide us with demographic information about themselves. This data is aggregated and the table below shows a demographic breakdown of our customers by gender, age and ethnicity. It also shows how many of our customers state that they have a disability.
There is an almost even split between women and men amongst our enquirers (52 per cent and 48 per cent respectively), although a greater proportion of women than men had their complaints investigated in 2010-11 (62 per cent compared to 38 per cent). This discrepancy is expected: women tend to be more frequent users of the NHS and health cases make up a much larger proportion of our investigations than Parliamentary cases. (In 2010-11 we investigated 319 health cases and 93 Parliamentary cases.) In contrast, men tend to use more frequently public services on the Parliamentary side of our business, such as unemployment-related benefits. As a result of these trends, 72 per cent of complainants in health cases are female and 71 per cent of complainants in Parliamentary cases are male, with women accounting for a higher proportion of complainants overall.
A small proportion of our enquirers (14 per cent) are under 35, with even smaller proportions of 6 per cent and 3 per cent respectively for complainants and review customers. Just over one third of our enquirers (36 per cent) tell us that they have a disability. This is higher than the national average, and reflects the nature of our work in investigating complaints about the NHS. These trends follow the results from previous surveys.
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