Service Level by Client Experience

The above bar graph shows the percentage of clients that were satisfied with the overall quality of service they received by the level of service they used. The results for each category are as follows:

• Self-service: 89 percent were satisfied with the overall quality of service
• Self-service plus phone: 76 percent were satisfied with the overall quality of service
• Full service (at any point): 75 percent were satisfied with the overall quality of service

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