Outcome of complaints
Jump to
Customers’ satisfaction with the outcome of their enquiry or investigation remains very closely linked to whether or not they agree with our decision.
Overall, satisfaction with the outcome has improved slightly for complainants, has remained stable for enquirers, and has fallen slightly for review customers since 2010-11.
During the time frame of this research, only a small proportion of cases in the sample were accepted for investigation and/or upheld.
This affects satisfaction with the outcome:
- 34 per cent of enquirers were fairly satisfied or very satisfied (unchanged from 2010-11);
- 65 per cent of complainants were fairly satisfied or very satisfied (up from 64 per cent in 2010-11); and
- 2 per cent of review customers were fairly satisfied (down from 3 per cent in 2010-11).
‘Although I didn’t get the outcome I was looking for, at least the information was given back to me as quickly as it was. I’m not satisfied with the conclusion but happy with the service.’ (Enquirer)
‘They were so thorough and they went into it properly and I felt as though at last someone was there to help me. They went through it with me.’ (Complainant)
‘It’s all about the result. It makes no difference about how good the customer service was.’ (Review customer)
However, while there may be dissatisfaction with the Ombudsman’s decision, the large majority of both complainants and enquirers are likely to use our service again (73 per cent and 75 per cent respectively) and recommend us to their friends and family (71 per cent and 73 per cent respectively).
In contrast, just over a third (34 per cent) of review customers say they would use our service again, and just 24 per cent would advocate the service to friends and family.
Satisfaction with outcome*
(Figures for 2010-11 are in italics.)
|
*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 the overall satisfaction quoted elsewhere in the text.
