Guidance
Consumer Perceptions of the Complaints Process
Consumer Perceptions of the Complaints Process
How consumers would use money if they received a refund
NET Agree ‘If I received a refund, I would use the money to gamble again’ | Scenario 1 | Scenario 2 | Base size |
---|---|---|---|
Total | 15% | 19% | 1480 |
Male | 19% | 26% | 708 |
Female | 10% | 12% | 772 |
18-24 | 26% | 27% | 152 |
25-34 | 19% | 26% | 251 |
35-44 | 21% | 31% | 248 |
45-54 | 13% | 18% | 293 |
55-64 | 11% | 13% | 233 |
65+ | 5% | 5% | 303 |
Nonproblem gambler | 8% | 11% | 962 |
Low risk gambler | 12% | 21% | 226 |
Moderate risk gambler | 28% | 33% | 148 |
Problem gambler | 50% | 56% | 144 |
Responses to the ‘If I received a refund, I would use the money to gamble again’ statement where broadly similar over the two scenarios, with 15% and 19% of gamblers agreeing in each scenario respectively. When looking at responses amongst problem gamblers, the figures rise to 50% and 56%.
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Appendix – Survey Questions
Last updated: 20 October 2021
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