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Improvements to the procedure

Chapter 7

Consumer suggestions

7.1 Most consumers who contacted Oftel thought that in their experience Oftel handled their contact on a par with, if not better than, other organisations and 83% of those contacts dealt with by Oftel were satisfied with the overall handling of their complaint/enquiry. In addition, consistently high levels of satisfaction have been reported for most aspects of the service received by consumers, with the exception of being kept informed of progress. This appears to be one area in which consumers remain slightly less satisfied with.

7.2 In light of these findings – what suggestions did consumers have for further improving the service?

7.3 Half (48%) of all contacts from this phase of the research said they were satisfied and had no additional suggestions for improvement, a significant rise from 1 in 5 at the start of this survey suggesting an improvement in service during this time. A further 8% did not know how their experience could have been improved – either suggesting that it couldn’t be, or that there was nothing immediately obvious to them. The main suggestion that consumers had for improving the service was for Oftel to call them back and keep them informed of progress.

Figure 7a: Suggestions for improving Oftel’s complaint handling procedure
Base: All consumers contacting Oftel, May ’03 - Oct ‘03 (Base: 513)

	Nothing/ satisfied		48%
	Call me back/keep me informed of progress		13%
	Have more power to solve problems		6%
	Be more interested /customer freindly		6%
	Should investigate complaint not refer back to company		5%
	Folow up issue until resolved		3%
	*Other		17%
	Don't know		8%

* suggestions with 2% or less included in ‘other’
Totals add to more than 100% as some consumers made more than one suggestion.

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