Complaint resolution

Review how we responded to your concern and whether the resolution met your needs. Please base your answers on your own experience. You may skip any question that does not apply.

{"description":"Review how we responded to your concern and whether the resolution met your needs. Please base your answers on your own experience. You may skip any question that does not apply.","thanks":"Thank you for taking the time to share your views. Your feedback will help us decide what to improve next.","theme":{"color":"#b8dcd9","background":"#f7f9fd","button":"solid","font":"system","width":800,"radius":16,"page":{"type":"solid","preset":"pastel_glow","from":"#f9d8ca","to":"#ded4f3","angle":135,"pattern_scale":100,"pattern_angle":0,"base":"#f4f7fb","ink":"#7086a5","intensity":12,"asset":"","position":"center","fit":"cover","overlay":"#ffffff","opacity":20},"text":"#14263d","preset":"","customized":false},"questions":[{"id":"S1","type":"section","title":"Raising a concern","help":"","page":1,"tint":"mint","section_color":"","required":false,"section":"","link_url":"","link_label":"Open link","options":[],"rows":[],"randomizeOptions":false},{"id":"Q1","type":"single","title":"What did your concern relate to?","help":"","section":"S1","page":1,"required":false,"options":["Product quality","Service quality","Billing","Delivery","Communication","Another issue"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q2","type":"single","title":"How easy was it to raise the concern?","help":"","section":"S1","page":1,"required":false,"options":["Very difficult","Difficult","Neither easy nor difficult","Easy","Very easy","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q3","type":"single","title":"I received an acknowledgement promptly.","help":"","section":"S1","page":1,"required":false,"options":["Strongly disagree","Disagree","Neither agree nor disagree","Agree","Strongly agree","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q4","type":"single","title":"I understood the steps for resolving my concern.","help":"","section":"S1","page":1,"required":false,"options":["Strongly disagree","Disagree","Neither agree nor disagree","Agree","Strongly agree","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"S2","type":"section","title":"Handling the concern","help":"","page":1,"tint":"mint","section_color":"","required":false,"section":"","link_url":"","link_label":"Open link","options":[],"rows":[],"randomizeOptions":false},{"id":"Q5","type":"single","title":"I had the opportunity to explain my concern fully.","help":"","section":"S2","page":1,"required":false,"options":["Strongly disagree","Disagree","Neither agree nor disagree","Agree","Strongly agree","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q6","type":"single","title":"The updates were timely and useful.","help":"","section":"S2","page":1,"required":false,"options":["Strongly disagree","Disagree","Neither agree nor disagree","Agree","Strongly agree","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q7","type":"single","title":"I was treated fairly.","help":"","section":"S2","page":1,"required":false,"options":["Strongly disagree","Disagree","Neither agree nor disagree","Agree","Strongly agree","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q8","type":"single","title":"How many different people did you need to explain the issue to?","help":"","section":"S2","page":1,"required":false,"options":["One","Two","Three or more","I do not know"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"S3","type":"section","title":"Resolution and trust","help":"","page":1,"tint":"mint","section_color":"","required":false,"section":"","link_url":"","link_label":"Open link","options":[],"rows":[],"randomizeOptions":false},{"id":"Q9","type":"single","title":"Is your concern resolved?","help":"","section":"S3","page":1,"required":false,"options":["Fully resolved","Partly resolved","Still being reviewed","Closed but unresolved"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q10","type":"single","title":"How satisfied are you with the resolution offered?","help":"","section":"S3","page":1,"required":false,"options":["Very dissatisfied","Dissatisfied","Neither satisfied nor dissatisfied","Satisfied","Very satisfied","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q11","type":"single","title":"How has this experience affected your trust?","help":"","section":"S3","page":1,"required":false,"options":["Much lower","A little lower","Unchanged","A little higher","Much higher"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q12","type":"long","title":"What would a better resolution have looked like?","help":"","section":"S3","page":1,"required":false,"options":[],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false}],"quotas":[],"completion_title":"Response received","language":"en","translations":[]}

Raising a concern

What did your concern relate to?

How easy was it to raise the concern?

I received an acknowledgement promptly.

I understood the steps for resolving my concern.

Handling the concern

I had the opportunity to explain my concern fully.

The updates were timely and useful.

I was treated fairly.

How many different people did you need to explain the issue to?

OneTwoThree or moreI do not know

Resolution and trust

Is your concern resolved?

Fully resolvedPartly resolvedStill being reviewedClosed but unresolved

How satisfied are you with the resolution offered?

How has this experience affected your trust?

What would a better resolution have looked like?