Research methodology
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Our customer satisfaction research takes place throughout the year and this research summary covers the period from November 2009 to April 2010. 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, review customers and all complainants are invited to take part in the survey once they have received the final decision about their case.
