Consumer Satisfaction Surveys

We value consumer feedback

We encourage consumers to complete our Consumer Satisfaction Questionnaire once they have had a system installed. We do not divulge consumers' names or any other details unless they expressly give us permission to do so.

You can access the questionnaire here.

Analysis of 2014 Consumer Satisfaction Survey results

In 2014 a total of 360 consumers returned Customer Satisfaction Surveys to RECC: 3 of 5 consumers were very satisfied with the way their system was sold and installed.

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:

  • 88% of consumers said they were provided with sufficient information about the system before signing a contract;
  • 97% said that the performance of the system was clearly explained to them as well as what this meant in financial terms;
  • 96% said they were made aware of their cancellation rights.
  • of those consumers who did not give such positive feedback, 15% said they were not made aware of a dispute resolution process and 12% said they were not made aware of the Consumer Code before they signed the contract.

Figure 6.8, below, shows that four out of five consumers were satisfied / very satisfied with the way the system was installed (61% rated it as 10/10 and 21% rated it as 9/10). Just 18% of consumers rated it as below 8/10. Figure 6.8 also shows that four out of five consumers were satisfied/very satisfied with the way the system was sold to them overall (64% of consumers rated it as 10/10 and 19% of consumers rated it as 9/10). Just 18% of consumers rated it as below 8/10.

Fig 6.7 Breakdown of 2014 consumer satisfaction questionnaire responses

Fig 6.8 Satisfaction rates with system function and company selling methods