Slide 1 Customer Satisfaction Monitoring Rolling data 2014/15 –Waves 1-12 (April 14-March 15)

Slide 2 Monthly interviewing implemented in 2014/15 to record views closer to the customer experience. 125 interviews per month / 375 per quarter. Data collected for 12 months: sample base of 1,499. Research captures the views of OTOR customers as well as those who have their case investigated in the Energy, Property and Communications sectors. Distribution by sector in the sample matches that seen in Quarter 1 caseload when project set up. 70% of complaint accepted survey sample received informal resolution, 30% a formal resolution. Broadly in line with proportions seen in contacts provided for the survey. Survey approach Complaint acceptedWave 1-12 sample compositionQuarter 1 caseload Energy73%72% Property4%1% Communications23%27%

Slide 3 Contact type Complaint not accepted for resolution Complaint resolved using informal resolution Complaint resolved using formal investigation Sector Energy Property Communications Touch points Telephone service Written communications Website use Flexible data set

Slide 4 Demographics of respondents by sector Energy (1094)Property (55)Communications (350) * Denotes less than 0.5%

Slide 5 Overall satisfaction with handling of query has risen by 11-percentage points, driven by a rise in those who are ‘very satisfied’ Overall, how satisfied were you with the Ombudsman’s handling of your query? – all responses +12% -1% -4% -6% +11% -10% % point change Rolling 2014/15 - Waves 1-12

Slide 6 Key measures were identified in the 2013/14 survey data for improvement Action planning and improvement targets set This slidepack provides and indication of the progress achieved on the target issues Caveats to keep in mind: –Shifts of less than 4-percentage points likely to indicate static position –Changing mix of informal vs. formal case handling. The former are now a majority within the sample. Monitoring performance and improvement

Slide 7 Key indicators - Cumulative wave 1-12 data Area of Improvement2012/13 %2013/14 %2014/15 % Improvement Target %Base Speed of complaint handling54%47%56% 10% Complaint accepted Timings59%52%64% 10% Complaint accepted Timeliness of information by IO67%62%72% 7% Complaint accepted Efficiency of Process58%53%63% 7% Complaint accepted Clarity of process at initial contact71%70%77% 3% Complaint accepted IO perceived Authority63% 72% 2% Complaint accepted Understanding of the problem64% 74% 2% Complaint accepted Ease of using the Ombudsman Service80% 85% 2% Complaint accepted Service was what was expected or better 70%67%77% 5% All (accepted and OTOR) Relevance of information given65%71%79% Complaint accepted Readability of IO Reports77%82%83% Complaint accepted Clarity on the Phone69%74%84% Complaint accepted Dissatisfied with Redress/RemedyNA49% 48% 2% Complaint accepted Light green: improvement but below improvement target Dark green: improvement, equal to or above improvement target Amber: no or marginal change Total sample size: 1499 Complaint accepted sample size: 1192

Slide 8 Speed and timeliness

Slide 9 Speed of process - direction of travel is positive, with 9- percentage point increase in satisfaction Thinking about the process you went through in dealing with your query or complaint with, how satisfied or dissatisfied were you with each of the following aspects?- Speed of the process (All whose case accepted) % point change +6% +1% +2% -4% -5% -0.5% +9% -10% Rolling 2014/15 - Waves 1-12

Slide 10 More pronounced shift evident with regards to satisfaction with time taken for case to be resolved. The proportion giving the most positive response of ‘very satisfied’ is increasing. How satisfied were you with the time it took for the case to be resolved informally or for the ombudsman to reach a final decision from the time the Ombudsman had taken up your case? (All whose case accepted) % point change +7% +5% -3% -4% +6% +12% -9% Rolling 2014/15 - Waves 1-12

Slide 11 Timeliness of information provided by investigating officer - 12% point rise in those who are ‘very satisfied’. Evidence of a more responsive service throughout the process? How satisfied or dissatisfied were you with each of the following aspects of the information you were given by the investigation officers during the complaint? - Timely/given when needed (All whose case accepted) % point change +12% -2% -1% -3% -5% -1% +10% -7% Rolling 2014/15 - Waves 1-12

Slide 12 Service perceptions and performance against expectations

Slide 13 Explanation of what to expect given at the start of the process – satisfaction up by 7% points and dissatisfaction down by similar proportion Thinking about the process you went through in dealing with your query or complaint, how satisfied or dissatisfied were you with each of the following aspects? - Explanation of what to expect given at the start of the process (All whose case accepted) % point change +9% -2% 0% -4% -2% -0.5% +7% -7% Rolling 2014/15 - Waves 1-12

Slide 14 Perceived authority of investigating officer – positive shift in perceptions This is info regarding the picture Thinking now about the investigation officers, how satisfied or dissatisfied were you with each of the following aspects? - Their authority - confident that they had the authority to deal with the problem (All whose case accepted) +13% -4% +1% -3% -5% -2% +9% -9% % point change Rolling 2014/15 - Waves 1-12

Slide 15 Understanding of problem by investigating officer – 10% point rise in satisfaction with 57% now giving the most positive response of very satisfied. This is info regarding the picture Thinking now about the investigation officers at Sector, how satisfied or dissatisfied were you with each of the following aspects?- Their understanding of your problem - knowing what you were talking about (All whose case accepted) +14% -5% +1% -2% -8% -0.5% +10% -10% % point change Rolling 2014/15 - Waves 1-12

Slide 16 Efficiency of process – improved perceptions of investigating officers accompanied by improved satisfaction with process efficiency Thinking about the process you went through in dealing with your query or complaint, how satisfied or dissatisfied were you with each of the following aspects? - Efficiency of the process (All whose case accepted) +10% 0% -5% -3% -<0.5% +10% -8% % point change Rolling 2014/15 - Waves 1-12

Slide 17 Ease of using Ombudsmen Services – ease versus prior expectations Would you say that using an Ombudsmen service was…? Rolling 2014/15 - Waves 1-12

Slide 18 Overall service received against expectations – including complaint not accepted for investigation Would you say the service you received was…? Rolling 2014/15 - Waves 1-12

Slide 19 Satisfaction with outcome achieved has risen from 41% to 57% year on year. And overall, how satisfied were you with the outcome? (Where complaint accepted) 2013/14 41% 65% 24% 41% 51% 18% 40% % point change

Slide 20 When considering the outcome achieved by Ombudsman Services 38% felt it was worse than expected compared to 22% who thought it was better. The proportion getting a better than expected outcome has risen in the last year. Would you say the outcome you received was? 2013/14 % Better % points change 12%+10 18%+7 3%+12 11%+5 23%+4 5%+7

Slide 21 Written and verbal clarity

Slide 22 Relevance of information given – approaching eight in ten now satisfied in this respect including 59% who are very satisfied. How satisfied or dissatisfied were you with each of the following aspects of the information you were given by the investigation officers during the complaint? - It was personalised and relevant to your query (All whose case accepted) Rolling 2014/15 - Waves 1-12 % point change +15% -6% -2% -3% 0% +8% -6%

Slide 23 Readability of reports - satisfaction is static overall, but 16% point shift in those giving ‘very satisfied’ response within this. How satisfied or dissatisfied were you with each of the following aspects of the investigating officer's report?- readability (Where received report) Rolling 2014/15 - Waves 1-12 % point change +16% -15% +2% -2% 0% +1% -4%

Slide 24 Clarity on phone of investigating officers – up 10% points with ‘very satisfied’ the most common single response (64%) Thinking now about the investigation officers, how satisfied or dissatisfied were you with each of the following aspects? - Their clarity on the phone - you understood what they told you over the phone Rolling 2014/15 - Waves 1-12 % point change +15% -5% -2% 0% -1% -6% +10% -2%

Slide 25 Specific feedback on mediation and negotiation

Slide 26 Three quarters (75%) of those who experienced mediation/ negotiation approach were satisfied with this approach. Satisfaction interrelated with outcome achieved How satisfied were you with [Ombudsman’s] attempts to resolve your complaint in this way through mediation/negotiation? (All who had informal resolution) Sample base: 2014/15: /14:400 If satisfied with outcome 94% satisfied with these attempts. If dissatisfied with outcome same proportion is:29%.

Slide 27 Views on mediation / negotiation process have risen since 2013/14, with a lower proportion now suggesting that the company involved was treated too softly And how strongly would you agree with the following statements about the mediation/negotiation process? (All who informal resolution) 2013/14 % 73% 75% 45% 77% 68% Sample base: 2014/15: /14:400

Slide 28 Outcomes and Redress/Remedy

Slide 29 Redress - dissatisfaction is unchanged compared to last year. Notably fewer respondents in 2014/15 are saying no further action was required by the company (4%) How satisfied were you with the member company's response to the remedy recommended by Ombudsman Services? Rolling 2014/15 - Waves 1-12 % point change +2% +4% +2% 0% -2% -7% +7% -1%

Slide 30 Written Reports

Slide 31 Majority find written reports from investigating officers readable. Positive balance of opinion also seen on other report elements and have all increased from 2013/14 How satisfied or dissatisfied were you with each of the following aspects of the investigating officer's report? (Where recall receiving report) Sample base: /14 Satisfied % points change 55%+18 62%+12 82%+1 49%+19

Slide 32 More than two thirds agree that report recommendations logical, are supported by the available evidence and fair and reasonable – all measures have increased from 2013/14 Sample base: 801 To what extent do you agree that the report's recommendations were? (Where recall receiving report) 2013/14 Satisfied % points change 56%+13 52%+16 49%+18

Slide 33 Website

Slide 34 Proportion that have used the relevant Ombudsman Services website unchanged Have you used the (relevant Ombudsman’s) website? (All responses) 61% used website before telephoning enquiry line compared to 57% in 2013/14 54% in 2012/13

Slide 35 Satisfaction with the look of the website has increased by 5-percentage points since 2013/14. Feedback on content and navigation unchanged Satisfied 2014/15 Satisfied 2013/14% point change The look of the website 69%64%+5 Ease of navigating/finding your way around the website 72%71%+1 The information available on the website 73%71%+2 How satisfied or dissatisfied were you with each of the following aspects of the (Sector's) website? (All users)

Slide 36 With the exception of remedy/redress, improvement has been seen on all the indicators for which improvement targets were set for 2014/15. Only for speed of the process overall did the subsequent improvement in perceptions not meet or exceed the improvement target set. Largest shift in customer satisfaction relates to speed between case take up and resolution (+12 percentage points). This is likely to be related to the continuing shift towards informal resolution. Within positive shifts in overall satisfaction, there has been growth in many instances in those giving the most positive response of ‘very satisfied’. ‘Very satisfied’ is the most common single response on issues such as explanations given, perceived officer authority, officer understanding and process efficiency, building on a similar findings last year - suggests strong customer experiences are being recognised. For remedy/redress dissatisfaction levels continues to exceed satisfaction. This is the only key issue beyond the direct control of Ombudsman Services. Key findings(1)

Slide 37 Those using services of Ombudsman Services Energy commonly express more positive views. Encouraging given that they represent the largest proportion of caseload. Again, the greater representation of informal resolution cases within the Energy sample base should be noted. While this is a reflection of the cases in this sector, this is likely to boost the ratings given on the basis that we know those receiving this service tend to be more positive. Mediation /negotiation approach – three quarters of those experiencing this approach were satisfied with it. More specifically the proportion who felt this process treated the company too softly has fallen slightly to 41%. Delivery against expectations 52% found that using Ombudsman Services was easier than expected 35% would say that the service was better that expected 22% would say that the they outcome received was better than expected. Only for outcomes is the proportion saying that reality was worse than expected greater than the proportion saying it was better (38% cf. 22%). Key findings (2)

Slide 38 Information and communication The readability of written reports was already rated satisfactory by eight in ten respondents and there has been no movement on this measure. However, alongside this there has been notable increase in the proportion satisfied with the accuracy and the understanding that reports demonstrate. Recipients now also more commonly suggest that report recommendations are logical, are supported by the evidence and are fair and reasonable. Among website users there has been a 5-percentage point shift in satisfaction with the look of the website. Key findings (3)