Research Methodology
Jump to
Our customer satisfaction research takes place throughout the year. This research summary covers the period from May to October 2011. The research is conducted by an independent research company, using telephone surveys with enquirers, complainants and review customers.
The surveys take place using computer-assisted telephone interviewing (CATI) technology.
A random sample of enquirers and review customers, and all complainants, are invited to take part in the survey once they have received the final decision about their case.
| Total number of interviews completed |
Response rate (in response of all those invited to take part) |
|---|---|
| 1,300 enquirers |
54% |
| 89 complainants |
88% |
| 121 review customers |
55% |
