Case Study

Sectors: Telecommunications
Service(s): Data Processing and Analysis, Interpretation and Reporting, Online, Postal/Self Completion, Project Design, Quantitative
Approach(es): Consumer, Customer Insight, Website Research

The Challenge

Otelo’s principal objective is to receive and investigate complaints from members’ domestic and small business customers and to issue final decisions based on fair and balanced outcomes for those complaints.  On its website Otelo describes its role as being “to investigate complaints fairly.  We listen to both sides of the story and look at the facts.  The service is free and independent”.

2010 is the seventh consecutive year in which Otelo has undertaken research into how satisfied users are with the service the organisation provides.  

The Approach

A total of 375 complainants and 181 enquirers were surveyed using a self completion method (postal and web options were offered) – representing response rates of 37% and 18% respectively. 

A total of 209 website visitors responded to a survey held on the Otelo website.  

In addition 21 member companies completed a web survey and 4 of these took part in a telephone follow up. 

The Results

Results from the enquirers survey show that satisfaction with Otelo is strongly driven by the extent to which the Ombudsman solves their problem. 

Results from the website survey indicate that the website attracts a younger audience and may be a more efficient means of transferring key information than via the enquiry handlers.  

Results from the complainants’ survey show that satisfaction with the report’s recommendations is important in driving satisfaction. 

Further information about the research can be found here: Research Findings



"Following a successful tender process, we appointed DJS Research to undertake customer satisfaction research for our ombudsman services – Otelo, (Office of the telecommunications ombudsman), Energy Ombudsman and Surveyors Ombudsman Service.

From the initial consultation and questionnaire development stages to the final presentations and reporting – the team at DJS listened to our needs and provided a first class service throughout. DJS’s friendly, professional and flexible approach made them a delight to work with, and we are looking forward to working with them again next year".


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