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2016 Consumer Survey

HomeFor ConsumersPast Feedback and Input2016 Consumer Survey
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Consumer Feedback

The charts show the level of satisfaction with OBSI's services, whether consumers received compensation or not.

OBSI received 142 responses, representing 22% of cases closed during the year (58 responses from consumers with a banking-related complaint and 84 responses from consumers with an investment-related complaint).

Overall results in all four categories were favourable. Consumers with investment-related complaints also provided overwhelming favourable feedback when asked about their interactions with staff and ease of process. While the majority of consumers with banking-related complaints also provided favourable feedback, interactions with staff scored slightly lower.

Banking Services
Quality of service
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Interactions with staff
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Process was easy to understand and follow
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Final written conclusion or recommendation was clear
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Investments
Quality of services
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Interactions with staff
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Process was easy to understand and follow
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Final written conclusion or recommendation was clear
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Additional Consumer Feedback

I was able to lodge my complaint in the official language of my choice
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OBSI provided services to me free of charge
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OBSI provided me with information on its complaint-handling procedures
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OBSI dealt with my complaint promptly
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OBSI provided me with a final written conclusion or recommendation
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OBSI helped me to understand the complaint process
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Process was easy to understand
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Final written recommendation was clear
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*Note: Percentages may not total 100 due to rounding off.

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