We send out consumer satisfaction questionnaires each year. Consumers return them directly to us for analysis. We do not divulge consumers' names or any other details unless they expressly give us permission to do so.

A copy of the questionnaire we use to assess consumer satisfaction is available here.

The consumer satisfaction questionnaire can also be completed online.

Analysis of 2011 Consumer Satisfaction Survey results

796 Consumer Satisfaction Survey questionnaires were returned to the REAL between 16 March and 1 September 2011.

The chart below shows that the majority of consumers who returned Consumer Satisfaction Survey questionnaires to us gave positive feedback about members in relation to the questions outlined on the CSS form:

• 99% of consumers said they were provided with sufficient information about the system before signing a contract;
• 96% said that the performance of the system was clearly explained to them as well as what this meant in financial terms;
• 95% said they were made aware of their cancellation rights.

Of those consumers who did not give such positive feedback, 17% said they were not made aware of a complaints procedure and 12% said they were not made aware of the REAL Assurance Scheme Consumer Code before they signed the contract.

Combined Compliance Questions

The chart below shows that the majority of consumers are satisfied with the way the system was installed overall. Their average satisfaction scoring was 9/10. 62% of consumers rated the way the system was installed as 10/10 and 26% of consumers rated it 9/10 indicating they were satisfied/very satisfied. Only 5% of consumers rated the way the system was installed below 8/10.

It also shows that the majority of consumers are satisfied with the way the system was sold to them overall. Their average satisfaction scoring on this question was 9/10. 54% of consumers rated the way they were sold the system as 10/10 and 28% of consumers rated it 9/10, indicating they were satisfied/very satisfied. Only 6% of consumers rated the way they were sold the system below 8/10.

Combined Consumer Satisfaction Survey