Interventions in Committee
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Robert Orr
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Robert Orr
2016-12-08 15:42
Perhaps I can start off, and my colleague Ms. Lattimore might be able to carry on with some of this.
We get information in a variety of ways. One of them is the survey we do every two years. That shows an 85% satisfaction rate, which is reasonably good news but by no means grounds for complacency. We also get an awful lot of information back through emails on a regular basis. On a weekly basis, as mentioned, we get about 150 emails, which bring issues to our attention—we can talk about that—and that's helpful to us.
Perhaps Ms. Lattimore could explain that a little bit more. It's particularly valuable at the call centre, for which she is responsible.
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