Guidance

Consumer Perceptions of the Complaints Process

Consumer Perceptions of the Complaints Process

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Published
21 October 2021

Last updated
19 July 2023 - Changes

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Contents

• Consumer Perceptions of the Complaints Process

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• Key facts
• Introduction/About the Online Survey
• Scenario 1
• Scenario 2
• How consumers would use money if they received a refund
• Appendix – Survey Questions

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
Non-problem gambler	8%	11%	962
Low risk gambler	12%	21%	226
Moderate risk gambler	28%	33%	148
Problem gambler	50%	56%	144

Source: Yonder Quarterly Online Tracker - June 2021

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%.

Previous section
Consumer Perceptions of the Complaints Process: Scenario 2 Next section
Appendix – Survey Questions

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Last updated: 19 July 2023

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