In its latest Customer Satisfaction Survey for 2022, the Insolvency Service reported 84 per cent of customers were satisfied with the service, up by 1 percentage point on last year.
The 2022 survey was conducted by IFF Research, an independent market research company and the results have helped the Insolvency Service understand how its customers view the agency’s performance and services and identify where improvements are needed.
The Insolvency Service received a 93 per cent approval rating from people who had applied for a debt relief order, and satisfaction levels among non-institutional creditors increased from 71 per cent to 82 per cent, which has historically been the least satisfied group.
Positive feedback was also received from people claiming redundancy payments, who said that decisions had been clearly explained to them. Meanwhile people in debt were positive about the professionalism of customer service representatives and the accuracy of the information provided.
“Providing excellent service to our customers, who are often in financial difficulties, is at the heart of everything we do,” John Wheatle, director of business services division for the Insolvency Service, said.
“We are extremely proud of the high satisfaction scores we received this year, and it is testament to the exemplary levels of service provided by our colleagues.
“We also recognise that there is more we can do to provide exceptional service to our customers. Going forward we will continue to improve our communications and deliver new customer-centric initiatives, such as the new online holiday claim accrued amendment form.”
