The consumer’s journey is measured at each point of the process to ensure customer satisfaction and aid development. The following statistics are drawn from our Customer Experience Programme and reflect performance during Q4 2025.
Aggregation of all CSAT questions
CSAT Score
Aggregation of all CSAT questions
78.80%
Stage: Prepare Case
Triggered once a case has been submitted and evidence uploaded
Question
CSAT Score
Thinking about the time up until and immediately after submitting your case, how would you rate the quality of the information provided explaining the dispute resolution process?
88.40%
Thinking about all the communications you’ve received from Communications Ombudsman up to this point (for example, emails, letters, calls, or online updates), how satisfied are you with them overall?
82.40%
Stage: Facilitated Case Resolution
Triggered once an FCR has been proposed by the company and consumer has accepted proposal
Question
CSAT Score
Now that you've accepted the company's proposed resolution, how satisfied are you with the Communications Ombudsman process?
95.30%
Stage: Decision after full investigation
Triggered once a decision has been issued
Question
CSAT Score
Thinking about your overall experience of the Communications Ombudsman process, how satisfied are you?
66.90%
How satisfied are you with the explanation of the decision?
68.90%
How satisfied are you with the communication received and language used?
76.40%
How satisfied are you with all expected timescales achieved?
76.20%
Stage: Remedy Implemented
Triggered once agreed remedies are implemented and the case is closed
Question
CSAT Score
Thinking about your overall experience of the Communications Ombudsman process, how satisfied are you?
76.80%
Stage: Decision After Full Investigation: Splits by Case Outcome
