Terminology
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Our customer satisfaction research results are broken down into three categories: enquirers, complainants and review customers.
We use the word customer as a collective term for any member of the public who has been in contact with us.
An enquirer is a member of the public who gets in touch and asks us to investigate their complaint about a government department or agency, or the NHS in England.
A complainant is someone whose complaint is being formally investigated.
A review customer is someone who has asked us to review our decision about their enquiry or complaint, or who has made a complaint about our service.
