Overall satisfaction with customer service
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“They were polite and professional and they took time to listen to me and understand my problem.”
Enquirer“I’m dissatisfied with the whole of the Ombudsman’s service because of the time it’s taken to get back to me.”
Review customerThe large majority of enquirers and complainants are satisfied with the service they receive, while the majority of review customers feel dissatisfied.
Overall, 70 per cent of enquirers and 88 per cent of complainants said they were satisfied or very satisfied with our customer service. These results show that enquirers’ satisfaction with our service has remained unchanged and complainants’ satisfaction has increased by 7 per cent over the last 12 months. Good communication, being kept informed and staff attitude and helpfulness are the main reasons for customers to be satisfied with the service received.
As can be expected, our review customers (those who have asked for a review of the decision made about their case, or who have complained about us) were more critical about their experience with the Ombudsman. Just over one-quarter of review customers (26 per cent) said that they were satisfied or very satisfied with our service. This is 8 per cent lower than 12 months ago. The main reasons for dissatisfaction among review customers were concerns that their complaint had not been investigated properly, that we did not take all the evidence into account and that the Ombudsman was biased.
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“They were available when I needed to speak to them or they would call me back if busy at the time. They listened which was the main thing and provided me with updates. They made the whole process easy.
Complainant
