Timeliness
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As in previous customer satisfaction research surveys, the majority of customers interviewed said that they were kept informed and updated: 68 per cent of enquirers, 83 per cent of complainants and 53 per cent of review customers thought this was the case.
A large proportion of our customers also said that they were informed about any delay in the progress of their case: amongst enquirers, 54 per cent said they were informed, while 80 per cent of complainants and 59 per cent of review customers also agreed with this statement.
In terms of the time it takes to deal with a case,64 per cent of complainants and 47 per cent of review customers felt that dealing with their case took longer than expected, compared to 31 per cent of enquirers. Compared to 2010-11, the perception that the case took longer than expected has increased amongst complainants but has decreased amongst enquirers. It has also decreased amongst review customers, mainly as a result of better communication of the likely timescales with this group of customers.
‘It took a long time and we didn’t get anywhere. I got the impression that the Ombudsman had no clout.’ (Enquirer)
‘They have done everything they said they would do and we didn’t have to chase them for anything.’ (Complainant)
‘Prompt replies to letters, helpful telephone communications and all within the timescale that they had specified at the very beginning.’ (Review customer)
Timeliness*
(Figures for 2010-11 are in italics.)
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*Please note that the figures have been rounded to the next decimal place and, in some cases, may not add up to 100 per cent. This also means that ‘very satisfied’ and ‘fairly satisfied’ may not add up to overall satisfaction quoted elsewhere in the text.
The expected timescale for us to resolve a case was:
- Less than three months for enquirers (83 per cent) and review customers (77 per cent); and
- between three months to one year for complainants (69 per cent).
Our service standards
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