Overall satisfaction with our service
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'They dealt with me very fairly. I was kept informed of progress; I wasn’t left in limbo.’
EnquirerThe majority of enquirers and complainants are satisfied with the service they receive, while the majority of review customers feel dissatisfied.
Overall, 73 per cent of enquirers and 89 per cent of complainants said they were satisfied or very satisfied with our customer service. This compares to satisfaction levels of 70 per cent and 81 per cent for enquirers and complainants in the previous survey and shows that satisfaction with our service has increased since the last survey results. The way we communicate and keep our customers informed as well as the helpfulness and politeness of our staff were the main reasons for enquirers and complainants to be satisfied with our service.
Unsurprisingly, our review customers (those who have asked for a review of the decision made about their case, or who have complained about us) continue to be more critical about their experience. Just under one-quarter of review customers (23 per cent) said that they were satisfied or very satisfied with our service. This is 11 per cent lower than in the previous survey. The main reason for dissatisfaction among review customers is a concern that their complaint was not properly investigated. A majority of our review customers also thought that we had not fully understood their complaint and that we had not been sympathetic.
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