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Annex A - Questionnaire

Annex A

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Q1. When you contacted Oftel was this to make a complaint or enquiry? If you have contacted Oftel more than once recently over different issues, please could you just concentrate on the most recent reason for contacting them.

Complaint
Enquiry

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Q2. And in what month did you make that enquiry/complaint?

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Q3. And how did you initially contact Oftel?

Phone
Letter
Email/website
Fax

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Q4. Which of these best describes the way your enquiry/complaint was handled?

Oftel referred me to my telephone company
Oftel referred me to someone else, not my telephone company
Oftel handled my enquiry/complaint and did not refer me elsewhere
None of these

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Q5. And has your enquiry/complaint now been resolved or is it still being dealt with?

Resolved
Still being dealt with

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* Q6. Overall, how satisfied were you with the way in which Oftel handled your enquiry/complaint?

Very satisfied
Fairly satisfied
Not very satisfied
Not at all satisfied

ASK ALL DISSATISFIED

Q7. Why weren’t you satisfied?

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Q8. And how satisfied were you with the following aspects of your enquiry/complaint?

Very satisfied
Fairly satisfied
Not very satisfied
Not at all satisfied

* a) Ease of getting hold of someone to deal with it
* b) They were polite and paid attention
* c) They sounded interested and keen to assist
d) They explained what action they would take
e) They kept me informed of progress
f) They kept their promises, eg contacted me when they said they would
* g) They dealt with my enquiry/complaint in a reasonable amount of time

ASK ALL EMAIL CONTACTS

Q9. When you contacted Oftel by email, did you receive a response within two working days?

Yes
No

ASK ALL LETTER CONTACTS

Q10. When you wrote to Oftel, did you receive a FULL reply within seven working days?

Yes
No

ASK ALL PHONE CONTACTS

Q11. When you phoned Oftel, was your complaint/ enquiry resolved or referred to another company or organisation that same day?

Yes
No

ASK ALL PHONE CONTACTS

Q12. And if your call was placed in a queue, were you told what position you were in the queue?

Was in queue and told which position
Was in queue but not told which position
Not in queue – got through to person immediately
Don’t know

ASK ALL IN QUEUE

Q13. Did you hold in the queue or did you hang up?

Held on until got through to a person
Held on for a bit then hung up
Hung up immediately
Don’t know

ASK ALL PHONE CONTACTS

Q14. How many times in total did you ring before you got through to a person?

Once
Twice
Three times
Four times
Five times or more
Don’t know

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Q15. Were you given a contact name or reference number for your enquiry/complaint?

Yes
No

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Q16. Have you ever contacted any other company or organisation to make an enquiry/complaint?

Yes
No

ASK ALL CONTACTED ANY OTHER COMPANY OR ORGANISATION

Q17. Thinking about the most recent time you contacted another company or organisation to make an enquiry/a complaint, would you say that Oftel’s overall handling of your enquiry/complaint was better, worse or about the same as the way in which the other company or organisation handled your enquiry/complaint?
Is that a lot or slightly…

Oftel a lot better
Oftel slightly better
About the same
Oftel slightly worse
Oftel a lot worse
Don’t know/can’t remember

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Q18. What could Oftel have done to improve the way in which they handled your enquiry/complaint?

ASK IF COMPLAINT/ENQUIRY STILL BEING DEALT WITH AND CLASSIFIED AS DEALT WITH IN HOUSE

Q19. Finally, you mentioned that your enquiry/complaint was still being dealt with. What, if anything, do you still expect Oftel to do about resolving the situation. PROBE FOR ALL

Q20. And would you be happy for us to provide your details to Oftel, as they may wish to contact you about this matter?

Yes
No

* questions submitted for benchmarking group

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