End-to-End Client Experience: Effectiveness Of Problem/Issue Resolution

Graphic rating level of agreement: 5 where they strongly agree to 1 where they strongly disagree

It was clear what to do if you had a problem or question (n=4001): 5=57 percent, 4=21 percent, 3=11 percent, 2=4 percent and 1=4 percent, Percent rating 4 or 5=78 percent

Graphic showing proportion of clients who encountered a problem

Did not encounter any problems = 78 percent (of this, 82 percent (n=3221) were confident that any issue or problem would have been easily resolved.
Encountered problems = 18 percent (of this, 47 percent (n=780) stated that their issue or problem was easily resolved)