Customer service
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- 76 per cent of enquirers, 86 per cent of complainants, and 64 per cent of review customers felt that staff clearly explained our complaints process, with 72 per cent of enquirers, 79 per cent of complainants, and 51 per cent of review customers stating that our complaints process was easy to understand;
- 75 per cent of enquirers, 89 per cent of complainants, and 48 per cent of review customers felt that staff clearly explained what the Ombudsman can and cannot do;
- 92 per cent of enquirers, 95 per cent of complainants, and 72 per cent of review customers felt that staff were polite and considerate;
- 84 per cent of enquirers, 86 per cent of complainants, and 63 per cent of review customers felt that we were easy to get hold of;
- 67 per cent of enquirers, 78 per cent of complainants, but only 28 per cent of review customers felt that we fully understood their complaint;
- 72 per cent of enquirers, 79 per cent of complainants, and 32 per cent of review customers felt that we were sympathetic; and
- 60 per cent of enquirers, 71 per cent of complainants and 23 per cent of review customers said that they had confidence in our system being able to handle their complaint.
‘They were precise, in answer to my questions, told me about the process, what can and can’t be done and how to proceed.’ (Enquirer)
‘It was excellent throughout. Everything was explained to me and I was asked my opinion and it was considered. Excellent service throughout.’ (Complainant)
‘I don’t believe that they investigated properly.’ (Review customer)
Percentage that strongly/tend to agree with statements.
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