Conclusion
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These latest research results provide encouraging news about the levels of satisfaction with our service. We are particularly pleased that there have been some improvements in the satisfaction levels of our review customers – those who disagree with our decisions or have a complaint about our service – as a result of a more customer-focused approach to our communications with them. However, their overall satisfaction levels remain low and the improvements do not mean that we can be complacent.
All results from this latest research, as well from our first research on customer journeys, are being shared with our staff so that we can learn lessons across the organisation. In particular, we are committed to further work with our review customers: we want to ensure that they can be confident that we have listened to them and have understood their complaint.
Throughout 2012 we will also continue our work to improve awareness of, and access to, our service. We will continue to develop the way we communicate with our customers and anyone wanting to use our service, and remain committed to resolving complaints as effectively and efficiently as we can.
‘They were professional but didn’t fully investigate my complaint. They have not given me a full reason why they are not pursuing it.’ (Enquirer)
‘They kept me informed at all times, very approachable, explained everything in detail, nothing seemed to be too much of a problem. Very precise and accurate and the final report was concise and easy to understand.’ (Complainant)
‘They did what it said on the tin – they told me what they would be doing and they did it.’ (Review customer)
