The Australian Competition and Consumer Commission Infocentre Client Satisfaction Survey was completed during November 2007 by 409 clients from across Australia. Thank you to all our clients who participated in the survey – your input is invaluable in assisting the ACCC Infocentre to continue to monitor the services it provides to consumers and businesses.

Results

Overall satisfaction

81% of contacts were satisfied with the ACCC Infocentre.

Accessibility

89% agreed that the Infocentre was accessible;
90% agreed that their contact was dealt with promptly, and
77% agreed that the Infocentre provided a service that met the client’s needs.

Interpersonal communication

98% agreed that the staff member was respectful and courteous;
91% agreed that the staff member was responsive to the client’s needs;
92% agreed that the staff member demonstrated a willingness to assist the client;
96% agreed that the staff member communicated clearly in way that the client could understand, and
96% agreed that the staff member demonstrated a professional attitude when dealing with the client.

Quality of service

89% of clients agreed that the staff member provided a quality standard of service;
84% agreed that the staff member had sufficient understanding of the issue being discussed to help the client, and
84% agreed that the staff member explained the sort of assistance that the ACCC could provide.

Feedback from clients

The main area for possible improvement to the service provided by the ACCC Infocentre was identified as being increased advertising and promotion. Around 65% of open-ended responses contained suggestions about improvements that would result in more realistic client expectations regarding the assistance that the ACCC can provide to individual consumers and businesses.

Going forward