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.

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 customers (52 per cent and 48 per cent respectively), although a greater proportion of women than men had their complaints investigated during the time frame of our survey (59 per cent and 41 per cent). A small proportion of our customers (15 per cent) are under 35 and just over one third of our customers (37 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 demographic findings have changed little since the last survey results were published.

  Enquirers Complainants Reviews
  Number % Number % Number %
Total 579 100 76 100 107 100
Sex

 

          
Male 280 48 31 41 55 51
Female 299 52 45 59 52 49
Age 557 100 76 100 104 100
18-34 85 16 6 8 3 3
35-54 239 42 35 46 38 37
55-74 217 38 34 45 58 56
75+ 31 5 1 1 5 5
Ethnicity 557 100 74 100 101 100
White British 447 80 60 81 86 85
White not British 41 8 5 7 6 6
Mixed 11 2 1 1 1 1
Black 18 3 2 3 3 3
Asian 37 7 3 4 5 5
Chinese 2 0.4 1 1 0 0
Other ethnic background 1 0.2 2 3 0 0
Disability* 564 100 110 100 197 100
Yes 208 37 10 13 45 43
No 356 63 66 87 59 57

* Customers who tell us that they have a disability

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