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Slide 1
Customer Satisfaction Monitoring
Rolling data 2014/15 –Waves 1-12 (April 14-March 15)
Slide 2
• 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%
Slide 3
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
Slide 4
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
Other BritishAny other white background
Any mixed backgroundIndian
PakistaniBangladeshi
Any other Asian backgroundCaribbean
AfricanAny other black background
ChineseAny other background
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
Other BritishAny other white background
Any mixed backgroundIndian
PakistaniBangladeshi
Any other Asian backgroundCaribbean
AfricanAny other black background
ChineseAny other background
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%
Slide 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%
Satisfied Dissatisfied
+12%
-1%
-1%
-4%
-6%
+11%
-10%
% point change
Rolling 2014/15 - Waves 1-12
Slide 6
• 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
Slide 7
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
Slide 8
Speed and timeliness
Slide 9
Speed of process - direction of travel is positive, with 9-percentage point increase in satisfaction
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Can't recall/ don't remember
Summary: Satisfied
Summary: Dissatisfied
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%
Energy (844)Property (46)Communications (302)
60%
33%
48%
22%
46%
34%
Satisfied Dissatisfied
Rolling 2014/15 - Waves 1-12
Slide 10
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
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%
Energy (844)Property (46)Communications (302)
68%
48%56%
21%
37%34%
Satisfied Dissatisfied
Rolling 2014/15 - Waves 1-12
Slide 11
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
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Can't recall/ don't remember
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%
Energy (844)Property (46)Communications (302)
77%
41%
63%
12%
30%26%
Satisfied Dissatisfied
Rolling 2014/15 - Waves 1-12
Slide 12
Service perceptions and performance against
expectations
Slide 13
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
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Can't recall/ don't remember
Summary: Satisfied
Summary: Dissatisfied
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%
Energy (844)Property (46)Communications (302)
80%
54%
71%
8%17%
12%
Satisfied Dissatisfied
Rolling 2014/15 - Waves 1-12
Slide 14
Perceived authority of investigating officer – positive shift in perceptions
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Can't recall/ don't remember
Summary: Satisfied
Summary: Dissatisfied
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
Energy (844)Property (46)Communications (302)
76%
54%
63%
13%20%
25%
Satisfied Dissatisfied
Rolling 2014/15 - Waves 1-12
Slide 15
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
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Can't recall/ don't remember
Summary: Satisfied
Summary: Dissatisfied
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
Energy (844)Property (46)Communications (302)
81%
52%59%
11%
24%28%
Satisfied Dissatisfied
Rolling 2014/15 - Waves 1-12
Slide 16
Efficiency of process – improved perceptions of investigating officers accompanied by improved satisfaction with process efficiency
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Can't recall/ don't remember
Summary: Satisfied
Summary: Dissatisfied
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
Energy (844)Property (46)Communications (302)
67%
35%
53%
18%
48%
32%
Satisfied Dissatisfied
Rolling 2014/15 - Waves 1-12
Slide 17
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%
Rolling 2014/15 - Waves 1-12
As expected/easier
85%
80%
2013/14 2014/15
Slide 18
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%
Rolling 2014/15 - Waves 1-12
As expected/easier
77%
67%
2013/14 2014/15
Slide 19
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
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
Slide 20
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
Slide 21
Written and verbal clarity
Slide 22
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)
Energy (844)Property (46)Communications (302)
83%
72%66%
7%15%
21%
Satisfied Dissatisfied
Rolling 2014/15 - Waves 1-12
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Can't recall/ don't remember
Summary: Satisfied
Summary: Dissatisfied
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%
Slide 23
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)
Energy (532)Property (41)Communications (228)
89%
73%72%
3%5%11%
Satisfied Dissatisfied
Rolling 2014/15 - Waves 1-12Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Can't recall/ don't remember
Summary: Satisfied
Summary: Dissatisfied
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%
Slide 24
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
Energy (844)Property (46)Communications (302)
87%
76%75%
5%7%8%
Satisfied Dissatisfied
Rolling 2014/15 - Waves 1-12Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Can't recall/ don't remember
Summary: Satisfied
Summary: Dissatisfied
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%
Slide 25
Specific feedback on mediation and negotiation
Slide 26
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Don't know
Summary: Satisfied
Summary: Dissatisfied
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%.
Slide 27
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
Slide 28
Outcomes and Redress/Remedy
Slide 29
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
No further action was required by the company
Summary: Satisfied
Summary: Dissatisfied
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?
Energy (844)Property (46)Communications (302)
40%
26%28%
45%
57%54%
Satisfied Dissatisfied
Rolling 2014/15 - Waves 1-12% point change
+2%
+4%
+2%
0%
-2%
-7%
+7%
-1%
Slide 30
Written Reports
Slide 31
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
Slide 32
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
Slide 33
Website
Slide 34
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
Slide 35
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)
Slide 36
• 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)
Slide 37
• 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)
Slide 38
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)