Neither satisfied or dissatisfied (%)
Q1) Ignoring for the moment TOC's handling of the issue, how satisfied or dissatisfied were you with the outcome of your particular complaint?
Q2) Putting to one side the outcome of your complaint, we would like you to think about the process you went through. So overall, how satisfied or dissatisfied were you with the way your complaint was handled?
Q3) The ease with which you were able to make the complaint
Q4) The time taken to deal with your complaint
Q5) Your complaint was taken seriously
Q6) Your complaint was fully addressed by TOC
Q7) TOC seemed keen to reach an agreeable outcome
Q8) TOC was polite
Q9) TOC was helpful/ knowledgeable
Q10) Being kept informed appropriately about the progress of your complaint
Q11) The clarity of information provided by TOC about your complaint
Q12) TOC provided you with any information that they promised to send