Ms Elaine Cassidy:

I cannot remember the precise number but it was between 80% and 90% satisfaction. We asked a number of questions around consumer satisfaction and whether they were happy with the length of time taken, the level of communication and the level of knowledge and politeness of our staff, and they were generally above 80%. Some of those metrics went up into the high 90% mark in terms of satisfaction ratings. In every single case bar none, they were considerably up - by 20% in most cases - on the old system from 2015.