slide 1 customer satisfaction monitoring rolling data 2014/15 –waves 1-12 (april 14-march 15)

Customer Satisfaction Monitoring

Rolling data 2014/15 –Waves 1-12 (April 14-March 15)

• Monthly interviewing implemented in 2014/15 to record views closer to the customer experience.

• 125 interviews per month / 375 per quarter.• Data collected for 12 months: sample base of 1,499. • Research captures the views of OTOR customers as well as those who

have their case investigated in the Energy, Property and Communications sectors.

• Distribution by sector in the sample matches that seen in Quarter 1 caseload when project set up.

• 70% of complaint accepted survey sample received informal resolution, 30% a formal resolution. Broadly in line with proportions seen in contacts provided for the survey.

Survey approach

Complaint accepted Wave 1-12 sample composition Quarter 1 caseloadEnergy 73% 72%Property 4% 1%Communications 23% 27%

Contact type

• Complaint not accepted for resolution

• Complaint resolved using informal resolution

• Complaint resolved using formal investigation

Sector• Energy• Property• Communications

Touch points

• Telephone service• Written communications• Website use

Flexible data set

MaleFemale

16-1819-2526-3536-4546-5556-65

66 and overRefused

EnglishWelsh

ScottishIrish

Other BritishAny other white background

Any mixed backgroundIndian

PakistaniBangladeshi

Any other Asian backgroundCaribbean

AfricanAny other black background

ChineseAny other background

Refused

56%44%

*%2%

14%16%

21%20%

24%2%

66%3%

9%1%

4%4%

1%2%1%*%1%1%1%*%*%*%

5%

Demographics of respondents by sector

Energy (1094) Property (55) Communications (350)

* Denotes less than 0.5%

MaleFemale

16-1819-2526-3536-4546-5556-65

66 and overRefused

EnglishWelsh

ScottishIrish







Refused

0% 20% 40% 60% 80%

58%42%

0%4%

20%22%

18%20%

15%2%

69%2%5%

0%5%

2%0%

7%2%

0%0%

4%0%0%2%

0%2%

MaleFemale

16-1819-2526-3536-4546-5556-65

66 and overRefused

EnglishWelsh

ScottishIrish







Refused

0%10%

20%30%

40%50%

60%70%

59%41%

*%4%

21%19%

27%13%14%

1%

57%3%

8%2%

5%7%

2%4%3%

*%0%1%2%1%*%0%

5%

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Summary: Satisfied

Summary: Dissatisfied

0% 20% 40% 60% 80%

45%

21%

11%

7%

16%

66%

23%

33%

22%

12%

11%

22%

55%

33%

2013/14 2014/15

Overall satisfaction with handling of query has risen by 11-percentage points, driven by a rise in those who are ‘very satisfied’

Overall, how satisfied were you with the Ombudsman’s handling of your query? – all responses

Energy (1094)Property (55)Communications (350)

71%

49%53%

18%

40%35%

Satisfied Dissatisfied

Complaint, resolved by formal investigation/

closed by an Om-budsman (360)

Complaint, resolved using informal resolu-

tion (832)

Complaint, not ac-cepted for resolution

(307)

40%

80%

57%48%

12%

24%


+12%

-1%

-1%

-4%

-6%

+11%

-10%

% point change

Rolling 2014/15 - Waves 1-12

• Key measures were identified in the 2013/14 survey data for improvement

• Action planning and improvement targets set• This slidepack provides and indication of the progress

achieved on the target issues

• Caveats to keep in mind:– Shifts of less than 4-percentage points likely to indicate static

position – Changing mix of informal vs. formal case handling. The former

are now a majority within the sample.

Monitoring performance and improvement

Key indicators - Cumulative wave 1-12 data 2014-15

Area of Improvement 2012/13 % 2013/14 % 2014/15 %Improvement

Target % BaseSpeed of complaint handling 54% 47% 56% 10% Complaint acceptedTimings 59% 52% 64% 10% Complaint acceptedTimeliness of information by IO 67% 62% 72% 7% Complaint acceptedEfficiency of Process 58% 53% 63% 7% Complaint acceptedClarity of process at initial contact 71% 70% 77% 3% Complaint acceptedIO perceived Authority 63% 63% 72% 2% Complaint acceptedUnderstanding of the problem 64% 64% 74% 2% Complaint acceptedEase of using the Ombudsman Service 80% 80% 85% 2% Complaint acceptedService was what was expected or better

70% 67% 77% 5% All (accepted and OTOR)

Relevance of information given 65% 71% 79% Complaint acceptedReadability of IO Reports 77% 82% 83% Complaint acceptedClarity on the Phone 69% 74% 84% Complaint acceptedDissatisfied with Redress/Remedy NA 49% 48% 2% Complaint accepted

Light green: improvement but below improvement target

Dark green: improvement, equal to or above improvement target

Amber: no or marginal change

Total sample size: 1499 Complaint accepted sample size: 1192

Speed and timeliness

Speed of process - direction of travel is positive, with 9-percentage point increase in satisfaction

Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied

Can't recall/ don't remember

Summary: Satisfied


0% 10%20%30%40%50%60%

35%

20%

18%

10%

16%

<0.5%

56%

26%

29%

19%

16%

14%

21%

1%

47%

36%

2013/14 2014/15

Thinking about the process you went through in dealing with your query or complaint with, how satisfied or dissatisfied were you with each of the following aspects?- Speed of the process (All whose case accepted)

% point change

+6%

+1%

+2%

-4%

-5%

-0.5%

+9%

-10%


60%

33%

48%

22%

46%

34%



Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied

Satisfied

Dissatisfied

0% 10% 20% 30% 40% 50% 60% 70%

34%

30%

11%

8%

17%

64%

25%

27%

25%

14%

12%

11%

52%

34%

2013/14 2014/15

More pronounced shift evident with regards to satisfaction with time taken for case to be resolved. The proportion giving the most positive response of ‘very satisfied’ is increasing.

How satisfied were you with the time it took for the case to be resolved informally or for the ombudsman to reach a final decision from the time the Ombudsman had taken up your case? (All whose case accepted)

% point change

+7%

+5%

-3%

-4%

+6%

+12%

-9%


68%

48%56%

21%

37%34%



Timeliness of information provided by investigating officer - 12% point rise in those who are ‘very satisfied’. Evidence of a more responsive service throughout the process?

Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied


Satisfied

Dissatisfied

0% 20% 40% 60% 80%

51%

21%

11%

7%

8%

2%

72%

16%

39%

23%

12%

10%

13%

3%

62%

23%

2013/14 2014/15

How satisfied or dissatisfied were you with each of the following aspects of the information you were given by the investigation officers during the complaint? - Timely/given when needed (All whose case accepted)

% point change

+12%

-2%

-1%

-3%

-5%

-1%

+10%

-7%


77%

41%

63%

12%

30%26%



Service perceptions and performance against

expectations

Explanation of what to expect given at the start of the process – satisfaction up by 7% points and dissatisfaction down by similar proportion

Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied


Summary: Satisfied


0% 20% 40% 60% 80% 100%

53%

24%

13%

4%

6%

<0.5%

77%

9%

44%

26%

13%

8%

8%

1%

70%

16%

2013/14 2014/15

Thinking about the process you went through in dealing with your query or complaint, how satisfied or dissatisfied were you with each of the following aspects? - Explanation of what to expect given at the start of the process (All whose case accepted)

% point change

+9%

-2%

0%

-4%

-2%

-0.5%

+7%

-7%


80%

54%

71%

8%17%

12%



Perceived authority of investigating officer – positive shift in perceptions

Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied


Summary: Satisfied


0% 10%20%30%40%50%60%70%80%

55%

17%

11%

6%

10%

1%

72%

16%

42%

21%

10%

9%

15%

3%

63%

25%

2013/14 2014/15

This is info regarding the picture

Thinking now about the investigation officers, how satisfied or dissatisfied were you with each of the following aspects? - Their authority - confident that they had the authority to deal with the problem (All whose case accepted)

+13%

-4%

+1%

-3%

-5%

-2%

+9%

-9%

% point change


76%

54%

63%

13%20%

25%



Understanding of problem by investigating officer – 10% point rise in satisfaction with 57% now giving the most positive response of very satisfied.

This is info regarding the picture

Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied


Summary: Satisfied


0% 20% 40% 60% 80%

57%

17%

10%

7%

9%

<0.5%

74%

16%

43%

22%

9%

9%

17%

1%

64%

26%

2013/14 2014/15

Thinking now about the investigation officers at Sector, how satisfied or dissatisfied were you with each of the following aspects?- Their understanding of your problem - knowing what you were talking about (All whose case accepted)

+14%

-5%

+1%

-2%

-8%

-0.5%

+10%

-10%

% point change


81%

52%59%

11%

24%28%



Efficiency of process – improved perceptions of investigating officers accompanied by improved satisfaction with process efficiency

Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied


Summary: Satisfied


0% 10%20%30%40%50%60%70%

44%

19%

14%

8%

15%

*%

63%

23%

34%

19%

14%

13%

18%

0%

53%

31%

2013/14 2014/15

Thinking about the process you went through in dealing with your query or complaint, how satisfied or dissatisfied were you with each of the following aspects? - Efficiency of the process (All whose case accepted)

+10%

0%

0%

-5%

-3%

-<0.5%

+10%

-8%

% point change


67%

35%

53%

18%

48%

32%



Ease of using Ombudsmen Services – ease versus prior expectations

Would you say that using an Ombudsmen service was…?

Easier than you expec-

ted52%

As you expected

33%

Harder than you expected

15%


As expected/easier

85%

80%

2013/14 2014/15

Overall service received against expectations – including complaint not accepted for investigation

Would you say the service you received was…?

Better than you ex-pected35%

About what you ex-pected42%

Worse than you expected

23%


As expected/easier

77%

67%

2013/14 2014/15

Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied

0% 10% 20% 30% 40% 50%

35%

22%

9%

8%

25%

25%

16%

9%

10%

39%

2013/14 2014/15

Satisfaction with outcome achieved has risen from 41% to 57% year on year.

And overall, how satisfied were you with the outcome? (Where complaint accepted)

Total (1192)

Energy (844)

Property (46)

Communications (302)

57%

62%

41%

45%

% satisfied

Total (1192)

Informal resolution (832)

Formal investigation (360)

57%

67%

34%

% satisfied

2013/14

41%

65%

24%

41%

51%

18%

40%

% point change

+10

+6

0

-2

-14

Total (1192)

Energy (844)

Property (46)

Communications (302)

Informal resolution (832)

Formal investigation (360)

38%

31%

59%

53%

27%

64%

40%

44%

26%

31%

46%

25%

22%

25%

15%

16%

27%

12%

Worse than you expected About what you expected Better than you expected

When considering the outcome achieved by Ombudsman Services 38% felt it was worse than expected compared to 22% who thought it was better. The proportion getting a better than expected outcome has risen in the last year.

Would you say the outcome you received was?

2013/14% Better

% points change

12% +10

18% +7

3% +12

11% +5

23% +4

5% +7

Written and verbal clarity

Relevance of information given – approaching eight in ten now satisfied in this respect including 59% who are very satisfied.

How satisfied or dissatisfied were you with each of the following aspects of the information you were given by the investigation officers during the complaint? - It was personalised and relevant to your query (All whose case accepted)


83%

72%66%

7%15%

21%



Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied


Summary: Satisfied


0% 10%20%30%40%50%60%70%80%90%

59%

20%

9%

4%

7%

1%

79%

11%

44%

26%

11%

7%

10%

1%

71%

17%

2013/14 2014/15 % point change

+15%

-6%

-2%

-3%

-3%

0%

+8%

-6%

Readability of reports - satisfaction is static overall, but 16% point shift in those giving ‘very satisfied’ response within this.

How satisfied or dissatisfied were you with each of the following aspects of the investigating officer's report?- readability (Where received report)


89%

73%72%

3%5%11%


Rolling 2014/15 - Waves 1-12Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied


Summary: Satisfied


0% 20% 40% 60% 80% 100%

64%

20%

10%

3%

2%

1%

83%

5%

48%

35%

8%

5%

4%

1%

82%

9%

2013/14 2014/15% point change

+16%

-15%

+2%

-2%

-2%

0%

+1%

-4%

Clarity on phone of investigating officers – up 10% points with ‘very satisfied’ the most common single response (64%)

Thinking now about the investigation officers, how satisfied or dissatisfied were you with each of the following aspects? - Their clarity on the phone - you understood what they told you over the phone


87%

76%75%

5%7%8%


Rolling 2014/15 - Waves 1-12Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied


Summary: Satisfied


0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

64%

20%

7%

3%

3%

3%

84%

5%

49%

25%

9%

3%

4%

9%

74%

7%

2013/14 2014/15 % point change

+15%

-5%

-2%

0%

-1%

-6%

+10%

-2%

Specific feedback on mediation and negotiation

Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied

Don't know

Summary: Satisfied


0% 10% 20% 30% 40% 50% 60% 70% 80%

55%

20%

7%

6%

9%

3%

75%

15%

51%

16%

10%

6%

12%

5%

67%

18%

Three quarters (75%) of those who experienced mediation/ negotiation approach were satisfied with this approach. Satisfaction interrelated with outcome achieved

How satisfied were you with [Ombudsman’s] attempts to resolve your complaint in this way through mediation/negotiation? (All who had informal resolution)

Sample base: 2014/15: 832 2013/14:400

If satisfied with outcome 94% satisfied with these attempts.If dissatisfied with outcome same proportion is:29%.

Views on mediation / negotiation process have risen since 2013/14, with a lower proportion now suggesting that the company involved was treated too softly

And how strongly would you agree with the following statements about the mediation/negotiation process? (All who informal resolution)

It was handled fairly

Your views were taken into account

It treated the company involved too softly

The negotiations were easy to understand

The negotiations led to a final agreement or solution

10%

10%

36%

6%

16%

9%

5%

16%

6%

9%

78%

83%

41%

81%

70%

Disagree Neither agree nor disagreeAgree

2013/14 %

73%

75%

45%

77%

68%

Sample base: 2014/15: 832 2013/14:400

Outcomes and Redress/Remedy

Very satisfied

Fairly satisfied


Fairly dissatisfied

Very dissatisfied

No further action was required by the company

Summary: Satisfied


0% 10% 20% 30% 40% 50% 60%

18%

18%

12%

9%

39%

4%

37%

48%

16%

14%

10%

9%

41%

11%

30%

49%

2013/14 2014/15

Redress - dissatisfaction is unchanged compared to last year. Notably fewer respondents in 2014/15 are saying no further action was required by the company (4%)

How satisfied were you with the member company's response to the remedy recommended by Ombudsman Services?


40%

26%28%

45%

57%54%


Rolling 2014/15 - Waves 1-12% point change

+2%

+4%

+2%

0%

-2%

-7%

+7%

-1%

Written Reports

Its understanding of your problem

Accuracy of content

Readability

Report's recommendations

18%

16%

5%

22%

8%

9%

10%

8%

73%

74%

83%

68%

Dissatisfied Neither satisfied nor dissatisfied Satisfied

Majority find written reports from investigating officers readable. Positive balance of opinion also seen on other report elements and have all increased from 2013/14

How satisfied or dissatisfied were you with each of the following aspects of the investigating officer's report? (Where recall receiving report)

Sample base: 801

2013/14 Satisfied

% points change

55% +18

62% +12

82% +1

49% +19

Arrived at in a logical manner

Supported by the available evidence

Fair and reasonable

20%

21%

24%

9%

9%

8%

69%

68%

67%

Disagree Neither agree nor disagreeAgree

More than two thirds agree that report recommendations logical, are supported by the available evidence and fair and reasonable – all measures have increased from 2013/14

Sample base: 801

To what extent do you agree that the report's recommendations were? (Where recall receiving report)

2013/14 Satisfied

% points change

56% +13

52% +16

49% +18

Website

Proportion that have used the relevant Ombudsman Services website unchanged

Total

Energy

Property

Communications

0% 10% 20% 30% 40% 50% 60% 70%

55%

53%

65%

58%

56%

51%

64%

58%

2013/14 2014/15

Have you used the (relevant Ombudsman’s) website? (All responses)

61% used website before telephoning enquiry line compared to 57% in 2013/14 54% in 2012/13

Satisfaction with the look of the website has increased by 5-percentage points since 2013/14. Feedback on content and navigation unchanged

Satisfied 2014/15

Satisfied 2013/14 % point change

The look of the website 69% 64% +5

Ease of navigating/finding your way around the website 72% 71% +1

The information available on the website 73% 71% +2

How satisfied or dissatisfied were you with each of the following aspects of the (Sector's) website? (All users)

• With the exception of remedy/redress, improvement has been seen on all the indicators for which improvement targets were set for 2014/15. Only for speed of the process overall did the subsequent improvement in perceptions not meet or exceed the improvement target set.

• Largest shift in customer satisfaction relates to speed between case take up and resolution (+12 percentage points). This is likely to be related to the continuing shift towards informal resolution.

• Within positive shifts in overall satisfaction, there has been growth in many instances in those giving the most positive response of ‘very satisfied’.

• ‘Very satisfied’ is the most common single response on issues such as explanations given, perceived officer authority, officer understanding and process efficiency, building on a similar findings last year - suggests strong customer experiences are being recognised.

• For remedy/redress dissatisfaction levels continues to exceed satisfaction. This is the only key issue beyond the direct control of Ombudsman Services.

Key findings(1)

• Those using services of Ombudsman Services Energy commonly express more positive views. Encouraging given that they represent the largest proportion of caseload. Again, the greater representation of informal resolution cases within the Energy sample base should be noted. While this is a reflection of the cases in this sector, this is likely to boost the ratings given on the basis that we know those receiving this service tend to be more positive.

• Mediation /negotiation approach – three quarters of those experiencing this approach were satisfied with it. More specifically the proportion who felt this process treated the company too softly has fallen slightly to 41%.

Delivery against expectations• 52% found that using Ombudsman Services was easier than expected• 35% would say that the service was better that expected• 22% would say that the they outcome received was better than expected.• Only for outcomes is the proportion saying that reality was worse than expected

greater than the proportion saying it was better (38% cf. 22%).

Key findings (2)

Information and communication• The readability of written reports was already rated satisfactory by eight in ten

respondents and there has been no movement on this measure. However, alongside this there has been notable increase in the proportion satisfied with the accuracy and the understanding that reports demonstrate. Recipients now also more commonly suggest that report recommendations are logical, are supported by the evidence and are fair and reasonable.

• Among website users there has been a 5-percentage point shift in satisfaction with the look of the website.

Key findings (3)

slide 1 customer satisfaction monitoring rolling data 2014/15 –waves 1-12 (april 14-march 15)

Documents