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Summary

Chapter 2

Headline figures

• Three-quarters of all contacts were satisfied with the overall service they received, rising to 83% amongst those handled by Oftel.
• Strengths remain being accessible, having staff that are polite and keen to assist and high satisfaction with time taken to deal with complaints/ enquiries.
• Just over three-quarters of consumers that had made a recent complaint to another company said Oftel’s handling was on a par with or better than the other company.

Around 6 in 10 consumers are receiving responses within Oftel’s target timescales, highest amongst written contacts (including email)

2.1 Just under two-thirds (63%) of email contacts have remembered receiving responses within Oftel’s target of 2 days during the course of this study. This figure is broadly similar to that amongst consumers who wrote to Oftel by letter (68%). However, consumers calling Oftel were less likely to think that their contact had been dealt with or referred on that same day (54%).

Consistently high levels of satisfaction with complaint handling, with improvement across most areas within the last 2 years.

2.2 Three-quarters (74%) of consumers were satisfied with Oftel’s overall handling of their complaint/enquiry. This figure rises to 83% amongst those contacts dealt with in-house (as opposed to those referred to other companies/organisations).

2.3 The most notable rises in satisfaction were amongst businesses, where this rose from 60% of all business contacts in April ’02 to its current level of 77%. Most consumers are experiencing higher levels of satisfaction now than previously.

Oftel claims similar or above levels of satisfaction in comparison to the government department average

2.4 Around three-quarters (77%) of consumers who contacted Oftel and had previously contacted other companies/organisations claimed that Oftel’s handling was on a par with if not better than the other company contacted. This rises to 83% amongst Oftel handled cases – little change from previous waves.

2.5 Results from the benchmarking exercise indicate that Oftel generally compares well to the average benchmark for government organisations, in particular for satisfaction with the handling of complaints where 83% of Oftel handled cases were satisfied compared to 64% average.

2.6 Oftel continues to compare well to the top performer with courtesy of staff (97% for Oftel compared to 100% for the top performer), and the ease of getting through to staff (94% for Oftel compared to 98% for the top performer).

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