Overall satisfaction with our service
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‘Any contact I’ve had with them they’ve replied as they said they would.’
Enquirer
Most enquirers and complainants are satisfied or very satisfied with the service they receive from us.
Overall, 70 per cent of enquirers and 81 per cent of complainants said they were satisfied or very satisfied with our customer service. The main reasons for customer satisfaction are being kept informed about their case, good communication and a polite and helpful approach from our staff.
Our review customers (those who have asked for a review of the decision made about their case, or who have complained about us) were more critical about their experience with the Ombudsman. Just one-third of review customers (34 per cent) said that they were satisfied or very satisfied with our service. The main reasons for dissatisfaction among review customers were poor communication, dissatisfaction with the way in which the investigation was conducted and concerns that the case took too long to resolve.
