Insolvency Service customer service research executive summary 2022
An executive summary of the quantitative findings from the annual Customer Service survey 2021-2022
Applies to England, Scotland and Wales
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Key points from Executive Summary
As well as a single score, customer satisfaction in 2022 was also reported using a derived measure aligned to the three core areas that affect every Insolvency Service customer: contact, process, and quality. This provided a more rounded understanding of the expectations and perceptions of key customer groups.
As in previous years, the derived satisfaction scores this year across all customer groups is high, with few significant changes on previous surveys.
- Overall derived satisfaction was 84%, up 1% on the previous year.
- Amongst different customer groups, the highest derived satisfaction score was seen among DRO debtors (93%) whilst the lowest score was seen among RPS claimants (79%).
- Within each audience there was very little variance in the derived scores for contact, process, and quality.
Customers were largely positive about their last experience of contacting the agency.
- DRO debtors reported the best experience, with over nine in ten agreeing with each of the satisfaction measures on contact.
- Institutional creditors were least likely to agree that the next steps were made clear (67% agreed) and that it was easy to get their query resolved (71% agreed).
Again, DRO debtors were the most satisfied with communication, with between eight in ten and nine in ten giving a positive score for each of the areas they were asked about.
Communication scores for non-institutional creditors increased significantly across all measures between 2021 and 2022. For example:
- this group rated overall satisfaction with communication about their claim at 67% in 2022, compared to 41% in 2021
- they were also more likely to be satisfied with the frequency of updates they received (61% compared to 29% in 2021).
Whilst the sample for NI creditors was different to the last survey, it is not thought that this was the main driver behind the improvement in performance.
Potential areas for improvement
The results from this year’s survey indicate that customers feel better informed about their case than they did last year, with the proportion of increases in this area across different customer groups ranging from 5% to 27%. When asked how the agency could improve its service, most suggestions focused on continuing this improvement in communication.