Client Satisfaction Assessment Survey Report · Client satisfaction is one of the most important...

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Client Satisfaction Assessment Survey

Report

February 2019

CQI

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Congress Client Satisfaction Survey Assessment Report

1. Overview The purpose of this report is to present the results of the client satisfaction assessment survey

conducted between September 2017 and September 2018 and to compare the results with the

previous survey conducted in the 2016-17 period.

Client satisfaction is one of the most important and commonly used indicators for measuring

the quality of care. Provision of patient-centered clinical care is essential for assuring excellent

clinical outcomes for retaining clients and for improving client loyalty. Client satisfaction is thus

a proxy but very useful indicator for measuring the quality of service offered by the

organisation, and it is widely applied across health service organisations.

CQI in collaboration with Congress Research Section initiated the Congress Client Satisfaction

Assessment Survey in September 2016 as an ongoing initiative for obtaining feedback from

Congress Clients. The first Survey report was presented in September 2017. Congress

outsourced the annual survey to Ninti One in 2018 to reduce bias, to enable more language

groups to be covered, to access a larger number of qualified Aboriginal researchers and to

collect more responses.

2. Methodology Eleven (11) questions were used in the survey including nine (9) structured and two (2) open-

ended questions. Responses were collected from clients who completed consultations.

The Suveyors were the staff appointed by Ninti One. Six surveyors were hired to conduct the

survey and all of them had previous survey experience. None of the surveyors hired by Ninti

One were congress staff. Ninti one was unable to travel to bush communities as of the

researchers they recruited wanted to stay in town. They believe that in future if they plan long

enough in advance they should be able to address this.

In addition to the responses collected by the Ninti One team, Congress Client Service Officers

collected 246 responses between 1st September 2017 and 30th September 2018 (246).

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3. Findings:

3.1. Response Rate:

The number of responses received from each clinic is given in table 1 and Chart 1, 2 & 3

Clinic Client Survey Responses collected by Ninti One Team

Client Survey Responses collected by Congress staff

Total number of responses

Gap Clinic 18 39 57

Dental 30 5 35

Northside 48 7 55

Sadadeen 71 41 112

Larapinta 66 83 149

Ingkintja 96 20 116

Alukura 48 1 49

Utju 0 76 76

Mutitjulu 0 12 12

Amoonguna 0 12 12

Total 427 246 673 Table 1

Chart 1

57

35

55

112

149

116

49

76

12

12

0 20 40 60 80 100 120 140 160

Gap

Dental

Northside

Sadadeen

Larapinta

Ingkintja

Alukura

Utju

Mutitjulu

Amoonguna

Total number of responses received- 1st September 2017 to 30th September 2018

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The response rate for each question is given in appendix A.

Chart 2

22% of the total response received was from the Larapinta Clinic. Seventeen percent (17%)

response was received from Sadadeen (17%) and Ingkintja (17%).

Chart 3

57, 9%35, 5%

55, 8%

112, 17%

149, 22%

116, 17%

49, 7%

76, 11%12, 2%12, 2%

Number of responses- Congress urban clinics- 01/09/2017 to 30/09/2018

Gap Clinic

Dental

Northside

Sadadeen

Larapinta

Ingkintja

Alukura

Utju

Mutitjulu

Amoonguna

76, 76%

12, 12%

12, 12%0, 0%

Number of responses- Congress Remote Clinics- 01/07/2017- 30 /09/2018

Utju

Mutitjulu

Amoonguna

Santa Teresa

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Seventy six percent (76%) of the responses from remote clinics were received from Utju Clinic.

No survey response was received from the Mpwelarre Clinic. Data from Amoonguna (12

responses) and Mutitjulu (12) should be interpreted with caution as the response rates are

insufficent. We will need to ensure that independent researchers are able to travel to these

clinics as well in the next annula survey.

3.1.1 Response by age group:

The response received by age group for Congress Town (Sadadeen, Larapinta, Gap, Northside,

Ingkintaja and Alukura Clinics) and remote clinics (Utju, Mutitjulu and Amoonguna Clinics) is

given in chart 4. About 54% of the total responses were received from adults aged 25 – 49 years.

Chart 4

The response received by age group for remote clinics (Utju, Mutitjulu and Amoonguna Clinics)

are given in chart 5 below. About 50% of the total responses were received from adults aged 25

to 49 years.

3.84%

8.38%

22.86%

30.72%

23.91%

10.30%

0-14 15-24 25-34 35-49 50-64 65+

0

0.05

0.1

0.15

0.2

0.25

0.3

0.35

Age group- Congress Town

Responses

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Chart 5

3.1.2 Response by Gender:

The total number of responses by Gender for all clinics (town and remote) is given in chart 6 &

7. About 59% of the total response in Town was received from Women (Chart 6). The response

rate from men was higher than last year.

Chart 6

14.14%

6.06%

24.24% 24.24%

20.20%

11.11%

0-14 15-24 25-34 35-49 50-64 65+

0

0.05

0.1

0.15

0.2

0.25

0.3

Response by age group -Congress Remote Clinics

Responses

272, 41%

391, 59%

Overall response by gender

Male

Female

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Chart 7

Note: two female responses from the Ingkintja clinic may have come from carer/ family of the

client.

3.1.3 Preferred language:

Five hundred and sixty eight (568) clients responded to the question on the preferred language.

Only 36% of clients chose English as their preferred language in Congress Town (chart 8). Twenty

percent (20%) of clients selected Arrernte as their favoured language and the remaining 44% of

clients selected other indigenous languages as their favoured language (Chart 8).

Chart 8

16 19 24 30 36

114

0

245 4

4016

30

80

111

2

49

51

4 80

20

40

60

80

100

120

140

160

Response by Gender- all clinics

Male Female

2.64% 3.70%

20.77%

36.27%

6.16%

9.15%

0.53%

0.00%9.68%

1.06%7.22%

2.82%

Preferred language - Congress Town

Alyawarra

Anmatyerre

Arrernte

English

Kaytetye

Luritja

Ngaanyatjarra

Pintupi

Pitjantjatjara

Waramungu

Warlpiri

Yankunytjatjara

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The preferred languages of Utju, Mutitjulu and Amoonguna clinics are given in chart 9.

Chart 9

3.2. Access to Services:

Client Satisfaction for access to services was assessed against the following parameters:

a. Convenience to get an appointment

b. Waiting time for an appointment

c. Availability of transportation services

Chart 10

Ninety percent (90%) of clients said it was easy for them to get an appointment across all

Congress Services. Five Percent (5%) of clients at Northside & Gap Clinic were not satisfied

with the appointment system (Chart 10).

16.67%

2.67% 0.00% 0.00%8.33%

16.67%

41.67%

8.33%

93.33%100.00%

8.33%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Utju Mutitjulu Amoonguna

Preferred Language- Remote Clinics

Alyawarra Anmatyerre Arrernte English

Kaytetye Luritja Ngaanyatjarra Pintupi

Pitjantjatjara Waramungu Warlpiri Yankunytjatjara

53%

35%

66% 71% 67% 64%72% 68%

50%

17% 17%

37%60%

34% 24% 29% 35%28% 32%

50%

7%

75%

2%5% 5% 2%

1%

1%

9%3%

75%

8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Accesss: It was easy for me to get an appointment

Highly satisfied Satisfied Dissatisfied Highly Dissatisfied NA

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Chart 11

Ninety-four percent (94%) of clients reported that they did not wait too long for services across

all clinics. Thirteen percent (13%) of clients at Larapinta clinic and ten percent (10%) of clients

at Amoonguna Clinic stated they had to wait too long for an appointment (Chart 11).

Chart 12

Seventy seven (77%) of clients stated they are satisfied with the transportation services and

19% of clients said transportation services doesn’t apply to them. 3% of the clients were not

satisfied with the quality of transportation services across all Congress Clinics (Chart 12).

51%

35%

56% 60%53%

45%

75%

56%

30%

76%

20%

43%

58%

44% 35%38%

42%

20%

31%

60%

22%

80%

4% 7% 5%5% 10%

4%8%

2% 2% 3% 4%10%

2% 1% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Access: I did not wait too long for my appointment today


44%

23%

56% 58% 54% 54% 56%63%

50%

5%

18%

33%

48%

30%35%

29% 31% 30%

33%

20%

5%

73%

3%2%

1%2%

20%

1%

3%

2%

2%3%19%

27%

12%5%

14% 14% 10%4%

10%

88%

9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Access: Congress Transportation was available if required


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Twenty percent (20%) of clients at Amoonguna clinic were dissatisfied with the transportation

services (Chart 12).

3.3. Trust

Satisfaction on trust on the Congress Staff and services was assessed against the following

parameters:

a. The kindness expressed by the staff.

b. Trust felt by the client on the staff.

c. The amount of care offered by the staff.

d. The extent to which the staff listened to the clients.

e. Involvement of client in the decision-making process.

Chart 13

Ninety nine percent (99%) of clients said the staff were kind across all Congress Clinics (Chart

13).

57%40%

80%

47%63% 63%

70% 69%58% 64%

10%

42%

56%

20%

51%36% 37%

30% 31%

33%32%

90%

4% 2% 1% 1%0% 0% 0% 0%1%8% 3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Trust: The staff were kind


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Chart 14

Over 99% of clients said they trust the staff they saw across all Clinics (Chart 14).

Chart 15

Ninety seven percent (97%) of clients across Congress said they received the right amount of

care from the staff (Chart 15). Nine percent (9%) of clients at the Amoonguna clinic and five

56%

40%

76%

44%

57% 60%

74%67% 64% 67%

11%

44%

58%

24%

56%41% 40%

26%33% 36% 32%

89%

2% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Trust: I trusted the staff I saw


53%

37%

69%

40%52% 55%

72%63% 64% 68%

13%

44%

58%

29%

58%46% 44%

28%35%

27%29%

88%

2% 5% 3% 2% 2% 1% 0% 0% 9% 1% 0%0% 0% 0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Trust: I received right amount of care from the staff


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percent (5%) of clients at the Gap clinic were not satisfied with the amount of care received

from the staff.

Chart 16

Ninety seven percent (97%) of clients stated the staff listened to them and the results were

similar across all Clinics (chart 16).

Chart 17

Ninety nine percent (99%) of clients said they would recommend Congress to their family

across all clinics (Chart 17).

53%

37%

71%

38%52% 58%

76%

58% 58%70%

11%

46%

61%

29%

62%47% 41%

24%

40% 42%29%

89%

0% 0% 0% 0% 0% 0% 0% 0% 0%0% 0% 0% 0% 0% 0% 0% 0% 0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Trust: The staff listened to me


59%46%

76%

56% 63%71% 74%

67%58%

70%

11%

40%52%

24%

42% 35%29% 26%

31% 42%29%

89%

0% 0% 2% 0% 0% 0% 0% 0% 1% 0%0% 0% 0% 1% 0% 0% 0% 0% 0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Trust: I will recommend Congress to my Family


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Chart 18

Ninety eight percent (98%) of clients stated they were involved in the decisions made about

them across all Congress Clinics and the results were similar across all clinics (Chart 18).

3.4. Safety

Safety was assessed using the following parameters:

a. Cleanliness

b. Cultural Safety

Chart 19

50%37%

68%

40%50% 55%

70%60%

42%

74%

9%

48%61%

32%

58%49% 42%

30%38%

58%

24%

91%

0% 0% 0% 2% 0% 0% 0% 0% 0% 0% 0%0% 0% 0% 0% 0% 1% 0% 0% 0% 0% 0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Trust: I felt I was involved in the decisions that were made about me


60%

42%

79%

56%63%

72%82% 78%

33%

86%

10%

39%

56%

21%

44% 35%27%

18% 22%

67%

11%

90%

0% 0% 0% 0% 0% 0% 0% 0% 0% 3% 0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Safety: The Area I visited today was clean


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More than ninety-nine percent (99%) of clients across all services stated they were happy

with the cleanliness across all Clinics (Chart 19).

Chart 20

Ninety eight percent (98%) of clients across the clinics analysed stated their culture and

traditions were respected (Chart 20).

Chart 21

55%

42%

67%

50% 51%60%

79%70%

40%

75%

11%

43%

56%

33%

50% 46%37%

21%

28%

50%

24%

89%

0% 2% 0% 0% 1% 0%0% 0%

0%

0% 0%1% 0% 0% 0% 0% 0%0% 0%

10%1% 0%1% 0% 0% 0% 2% 3% 0% 2% 0% 0% 0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Safety: I felt my culture and traditions were respected


52%

37%

71%

47% 52% 54%

76%

63%

42%

71%

10%

47%

61%

29%

51%47% 46%

24%

38%

58%

29%

90%

2%0% 2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

I was given all information I needed to make a decision about my health


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Ninety nine percent (99%) of clients said they have been given adequeate information to make

decisions about their health (Chart 21).

3.5. Overall Satisfaction level

Chart 22

Ninety sevent percent (97%) of clients voiced they were overall satisfied with Congress Services.

All clinics scored above ninety percent (90%) on overall satisfaction level (chart 22).

97% 98% 97% 98% 96% 97% 100% 98%91% 97% 100%

3% 2% 3% 2% 4% 3% 0% 2%9% 3% 0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Overall Satisfaction

Satisfied Dissatisfied

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3.6. What did clients like about Congress Services?

Responses to the open-ended question on what clients liked about Congress Services are given

below in Table 2-9 and Charts 23- 31. A summary of the actual client response is provided in

Appendix C.

3.6.1 Congress overall

Q10 - Please tell us one good thing we did today

Clinic Category Num. of Responses

Overall Competent Staff 75

Good Appointment System 8

Good Doctor 9

Good Transportation 3

Information Provided 18

Listened to me 8

Prompt Service 33

Good client Service 266

Nothing 0

Other 8

TOTAL RESPONSES 420

Table 2

Chart 23

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3.6.2 Gap Road Clinic


Gap Road Clinic Competent Staff 5

Good appointment System 1

Good doctor 1

Good transportation 0

Information provided 0

Listened to me 1

Prompt service 2

Good client service 21

Nothing 0

TOTAL RESPONSES 31

Table 3

Chart 24

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3.6.3 Northside Clinic



Northside Competent Staff 9


Good doctor 0



Listened to me 0

Prompt Service 1


Other 1

TOTAL RESPONSES 28

Table 4

Chart 25

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3.6.4 Larapinta Clinic

Table 5

Chart 26


Larapinta Clinic Competent staff 20

Good appointment system 0

Good doctor 3


Listened to me 2

Prompt service 20


Nothing 0

Other 0

TOTAL RESPONSES 111

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3.6.5 Sadadeen Clinic


Sadadeen Clinic Competent staff 16



Good doctor 1


Listened to me 3

Prompt service 6


Nothing 0

Other 4

TOTAL RESPONSES 83

Table 6

Chart 27

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3.6.6 Ingkintja Clinic


Ingkintja Clinic Competent staff 7

Good appointment system 0

Good doctor 1


Infotmation provided 2

Listened to me 1

Prompt service 1


Nothing 0

Other 3

TOTAL RESPONSES 78

Table 7

Chart 28

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3.6.7 Alukura Clinic


Alukura Clinic Competent staff 3

Good Aappointment system 2

Good doctor 0



Listened to me 0

Prompt service 0


Nothing 0

TOTAL RESPONSES 33

Table 8

Chart 29

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3.6.8 Utju Clinic


Utju Clinic Competent Staff 8


Good Doctor 1



Listened to me 0

Prompt Service 2

Good Client Service 28

Nothing 0

Other 0

TOTAL RESPONSES 42

Table 9

Chart 30

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3.6.9 Dental Services



Dental Services Competent Staff 7


Good Doctor 0



Listened to me 1

Prompt Service 0


Nothing 0

Other 0

TOTAL RESPONSES 19

Table 10

Chart 31

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3.6.10 Mutitjulu clinic



Mutitjulu Competent Staff 0


Good Doctor 0



Listened to me 0

Prompt Service 1


Nothing 0

Other 0

TOTAL RESPONSES 3

Table 11

Chart 32

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3.6.11 Amoongua clinic



Amoonguna Competent Staff 0


Good Doctor 0



Listened to me 0

Prompt Service 0


Nothing 0

Other 0

TOTAL RESPONSES 3

Table 12

3.7. What did clients suggest to improve?

Client suggestions for improvements in the quality of services provided are categorised below

in Table 10-14 and Charts 30-38. A summary of the actual responses is provided in Appendix

A.

3.7.1. Congress Overall

Q11 - Please tell us one thing we could do better next time


Overall Facilities 13

Better Communication 3

Better parking 2

Cleaning 3

Waiting time 21

Quality of appointment 6

listento me 2

Poor transportation 7

Problems with medications 1

Inadequate information provided 0

Interpreter services required 3

More staff needed in the clinic 9

Staff not supportive 2

Rude staff 1

Nothing 92

Other/unclassified 19

TOTAL RESPONSES 183

Table 13

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Chart 33

The list of various facilities requested by clients is given in chart 34.

Facilities by type

Cold in the room 1

Cold water cooler 8

Tea 1

kids corner 1

Magazines 1

More seating in peak time 1 Table 14

Chart 34

1, 7%

8, 61%

1, 8%

1, 8%1, 8%

1, 8%

Facilities

Cold in the room

Cold water cooler

Tea

kids corner

Magazines

more seating in peak time

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Seven clients suggested having cold water dispensers in the clinic reception area (Chart 34).

3.7.2. Gap Road Clinic


Gap Road Clinic Facilities 1


Better parking 0

Cleaning 1

Waiting time 3


Listen to me 0




More staff required 0


Rude staff 0

Nothing 4


TOTAL RESPONSES 15

Table 15

Chart 35

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3.7.3. Northside Clinic


Northside Clinic Facilities 1


Better parking 0

Cleaning 0

Waiting time 2


lister to me 0






Rude staff 0

Nothing 4


TOTAL RESPONSES 9

Table 16

Chart 36

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3.7.4. Dental Clinic


Dental Clinic Facilities 0


Better parking 1

Cleaning 0

Waiting time 1


lister to me 0






Rude staff 0

Nothing 10


TOTAL RESPONSES 13

Table 17

Chart 37

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3.7.5. Sadadeen Clinic


Sadadeen Clinic Facilities 8


Better Parking 0

Cleaning 2

Waiting time 1


Listen to me 0


Problems with medication 0

Interpreter service 0

More staff required 0


Rude staff 0

Nothing 22


TOTAL RESPONSES 38 Table 18

Chart 38

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3.7.6. Larapinta Clinic


Larapinta Clinic Facilities 2

Better communication 0

Better parking 0

cleaning 0

Waiting time 12


Listen to me 1




More staff needed 0


Rude staff 0

Nothing 19


TOTAL RESPONSES 39

Table 19

Chart 39

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3.7.7. Alukura Clinic


Alukura Clinic Facilities 0

better communication 0

better parking 0

Cleaning 0

Waiting time 2


Listen to me 1




More staff needed 0


Rude staff 0

Nothing 8


TOTAL RESPONSES 12

Table 20

Chart 40

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3.7.8. Ingkintja Clinic


Ingkintja Clinic Facilities 0


Better parking 1

Cleaning 0

Waiting time 0


Listen to me 0



Interpreter services 2

More staff needed 9


Rude staff 0

Nothing 12


TOTAL RESPONSES 30

Table 21

Chart 41

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3.7.9. Utju Clinic


Utju Clinic Facilities 0

Better communication 0

Better parking 0

Cleaning 0

Waiting time 0


Listen to me 0


Problems with Medication 0

interpreter services required 0


staff not supportive 2

Rude staff 1

Nothing 11


TOTAL RESPONSES 23

Table 22

Chart 42

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3.7.10. Mutitjulu Clinic


Mutitjulu Clinic Facilities 1


Better parking 0

Cleaning 0

Waiting time 0


lister to me 0






Rude staff 0

Nothing 0


TOTAL RESPONSES 1

Table 23

Chart 43

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3.7.11. Amoonguna Clinic


Amoonguna Clinic Facilities 0


Better parking 0

Cleaning 0

Waiting time 0


lister to me 0






Rude staff 0

Nothing 2


TOTAL RESPONSES 2

Table 24

Chart 44

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1. Comparison of results with the 2016-17 report.

A comparison of the dissatisfaction levels of the 2016-17 and the 2017-18 results are provided in

table 25.

SN Item Status

Congress Overall-2017

Congress Overall - 2018

% change (A negative value indicates improvement)

1. Access

It was easy to get an appointment today

Dissatisfied 14% 2% -12%

Highly Dissatisfied 2% 0% -2%

I did not wait too long for my appointment today



Congress Transportation was available if needed



2. Trust

The staff were kind



I trusted the staff I saw



I received the right amount of care time from the staff



The staff listened to me



I would recommend Congress to my friends and family



3. Safety

I was given all the information I needed to make a decision about my health



I felt that I was involved in the decisions that were made about me



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The area I visited today was clean



I felt my Culture and Traditions were respected


Highly Dissatisfied 1% 1% 0%

4. Overall satisfaction Overall I was satisfied with my

visit today Dissatisfied 5% 3% -2% Table 25

4. Summary

This report presented the resuts of client satisfaction assessment survey conduced between

September 2017 and September 2018. The overall client satisfaction level (97%) is satisfactory and

exceeds global average statisfaction levels (94%) for a healthcare organisation. Congress has

achieved 3% improvement in the overall satisfaction level as compared to the previous assessment

period and the dissatisfaction levels have decreased significantly for all parameters assessed.

Outsourcing the survey to Ninti One has increased the response rate and helped to collect more

responses from clinics such as Alukura and Ingkintja. Congress should continue to collect survey

responses regularly to listen to the voice of the clients and act on the recommendations suggested

by the clients.

5. Recommendations 5.1. It is recommended to perform an analysis of waiting time across all Congress Clinics and

suggested recommendations for reducing waiting time. 5.2. Only 36% of clients use English at home. It is recommended to again consider how we

utlisie interpreters to improve communication between the staff and clients.

5.3. It is recommended to consider providing water coolers in the clinics.

5.4. Ten percent (10%) of clients at Amoonguna clinic suggested their culture and traditions

were not respected. This only represents one person due the small sample size of 12 and

cannot be taken as a significant finding. It is recommended that we ensure that next year

a larger sample size is achieved at Amoonguna.

5.5. With the increase in GP services at Ingkintja this year since the survey was completed it is

recommended to review the concern expressed about staffing levels at Ingkintja Clinic in

the next survey.

5.6. It is recommended to share the results of the survey with the board, staff at a staff

meeting and with the Congress clients through the website and social media

(Facebook/Twitter).

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Appendix A

Response rate for each survey question

SN Item

Total # responded % responded

1 Which congress clinic did you visit today 673 100%

2 Please select your age group 672 100%

3 Your gender 667 99%

4 Your main language spoken at home 665 99%

5 Access

5.1 It was easy to get an appointment today 665 99%

5.2 I did not wait too long for my appointment today 662 98%

5.3 Congress transportation was available if needed 663 99%

6 Trust

6.1 The staff were kind 666 99%

6.2 I trusted the staff I saw 657 98%

6.3 I received the right amount of care time from the staff 662 98%

6.4 The staff listened to me 664 99%

6.5 I would recommend Congress to my friends and family 661 98%

7 Empowerment

7.1 I was given all information I needed to make a decision about my health

665 99%

7.2 I felt that I was involved in the decisions that were made about me

662 98%

8 Safety

8.1 The area I visited today was clean 655 97%

8.2 I felt my culture and traditions were respected 647 96%

9 Overall I was satisfied with my visit today 651 97%

10 Please tell us one good thing we did today 418 62%

11 Please tell us one thing we could do better next time 176 26%

Table 26

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Appendix B Comparison of 2017 & 2018 results

2016-17 results 2017-18 results

Access

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Trust

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Safety

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95% 93% 98% 95% 96% 94% 100%

5% 7% 2% 5% 4% 6% 0%

0%

20%

40%

60%

80%

100%



97% 98% 97% 98% 96% 97% 100% 98% 91% 97% 100%

3% 2% 3% 2% 4% 3% 0% 2% 9% 3% 0%

0%

20%

40%

60%

80%

100%



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Reference list

Forbes: Customer satisfaction by numbers: An industry breakdown

https://www.forbes.com/sites/ciocentral/2012/04/19/customer-satisfaction-by-the-numbers-an-

industry-breakdown/#1e5ff879580f (accessed on 19/02/2019)

https://www.forbes.com/sites/ciocentral/2012/04/19/customer-satisfaction-by-the-numbers-an-industry-breakdown/#1e5ff879580f

https://www.forbes.com/sites/ciocentral/2012/04/19/customer-satisfaction-by-the-numbers-an-industry-breakdown/#1e5ff879580f

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