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Customer satisfaction surveys
EWOV last surveyed general customer satisfaction in 2007. A sample of 10.6% of 5,193 customers who had lodged a complaint for investigation with EWOV during 2006/07 was used. 550 telephone interviews were conducted.
90% of customers rated our services as very good or excellent. 81% of customers were satisfied with the outcome of their complaint. The difference in these percentages indicates customers could differentiate between the complaint outcome and the service they received.
The independent researchers concluded … “It is clearly time for EWOV to turn its attention to maintenance rather than improvement. The organisation is in the class of world’s best practice.”
Consumer awareness surveys
EWOV conducts an annual consumer awareness survey, employing independent researchers who use an internet panel for their research. The annual research recognises the fact that building awareness is an ongoing task.
Among other things, we use the annual consumer awareness survey to help us plan our community liaison and outreach strategies for the next year.
1,015 Victorians completed the online survey in 2008. 52% of them reported already being aware of EWOV. 18% had either dealt with us or knew someone who had. Responses from those aged 35-65 showed they were significantly more likely to contact an Ombudsman than respondents aged 18-34 or 65+.
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