Customer Satisfaction Survey

The following statistics are taken from the CEDR Customer Satisfactory Survey. Number of respondents: 70
1st October 2024 - 31st March 2025 Yes No
After your application was accepted by CEDR for review, did the company offer to settle your complaint? 18% 82%
1st October 2024 - 31st March 2025 Of the cases that had an offer made
I accepted the offer 78%
I declined the offer and proceeded to adjudication/arbitration 22%
1st October 2024 - 31st March 2025 What was the Outcome of your Adjudication?
Claim succeeded in full 15%
Claim succeeded in part 13%
Claim did not succeed 72%
1st November 2024 - 31st March 2025 Easy Neither Difficult
How easy was the offer of settlement to understand? 75% 25% 0%
How easy was it to understand the written decision? 51% 28% 21%
1st November 2024 - 31st March 2025 Satisfied Neither Dissatisfied
Overall - How satisfied are you with the process at CEDR? 34% 6% 60%
Settled Case - Satisfaction with the process at CEDR? 100% 0% 0%
Adjudicated Case (in favour of customer) - Satisfaction with the process at CEDR? 67% 0% 33%
Adjudicated Case (in favour of company) - Satisfaction with the process at CEDR? 4% 10% 86%
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