The main objectives of this survey are to measure customer satisfaction with:
1. TDR staff
2. Information resources provided by TDR
3. The dispute resolution process
CHANGES IN METHODOLOGY
Overall, the results are positive, however they are a little less impressive than in the past and This is generally a result of changes to the research methodology this year.
Having previously relied on customers to voluntarily complete and return paper-based surveys, our independent market research company, MM Research, now contacts customers directly by phone. This helps us capture more customers who may have been disinclined to voluntarily complete and send in a questionnaire in the past, e.g. those who were less than happy with the TDR service or the outcome of their dispute.
A change in the way cases are being classified by TDR has similarly affected the research results. Some satisfied customers, previously assisted at level 1, are now classified as non-relevant enquiries (NREs). The telephone surveying in 2010 only included customers whose disputes are closed at levels 1 through 4, and therefore the experiences of those helped earlier, at NRE level, are therefore no longer being reflected in this research.
Research methodology has now been adapted to ensure the results in 2011 provide a complete and accurate picture, and are as helpful as possible to the development of the TDR service.
SUMMARY OF RESULTS
On the whole these 2010 survey results are positive for TDR. This year sees an improvement in the proportion of customers who had:
• visited the TDR website (from less than half - 46% in 2008, to two thirds - 67% in 2010)
• found the website useful (91% in 2010, compared to 85% who said it was “helpful” in 2008).
There also appears to be some improvement in the proportion who “strongly agreed” they were given ample opportunity to have their say during the dispute resolution process.
However, perhaps due in part to the changes in methodology and sample configuration mentioned above, most of the results this year are not quite as glowing as those seen in the previous two surveys. This may give a more balanced view of the situation.
The majority of respondents “agreed” TDR staff were:
• knowledgeable about the dispute resolution process - 87%
• listened well to what you had to say - 91%
• dealt with your complaint promptly - 93%
• were professional when dealing with your complaint - 88%
• were available when you needed them - 92%
• provided you with all the information you needed about the dispute resolution process - 82%
Overall, this year 82% agreed they were satisfied with the way TDR staff dealt with their complaint, and 16% were dissatisfied.
In terms of the TDR process, this year:
• More than two thirds (70%) agreed that “TDR’s dispute resolution process was fair and impartial”, while 12% disagreed.
• Most respondents (86%) agreed that “TDR’s dispute process was efficient”. However nine percent strongly disagreed.
• Three quarters (76%) agreed that “TDR’s dispute resolution process was simple and straightforward”, while 15% disagreed.
More than three quarters said they were likely to recommend TDR to a friend (79%). Previously, nearly all said they would recommend TDR: 96% in 2009, and 93% in 2008.