CLEAR INFORMATION GIVEN ABOUT THE PROCESS STAFF ARE HELPFUL QUICK RESPONSE TIME MEMBER AGENT KEPT UP TO DATE STAFF ARE KNOWLEDGEABLE FAIR DECISION/RESOLUTION IN THE CIRCUMSTANCES ALL ISSUES DEALT WITH BOTH SIDES ARE FULLY CONSIDERED REFERENCE TO TPO CODE CLARIFIED  Agent Survey Review 2017 Overall member agent service satisfaction 2017 Overall member agent decision / resolution satisfaction for 2017 80% 72% DECISION/RESOLUTION WAS CLEARLY EXPLAINED Survey measures on two main factors: Service and Decision /Resolution Satisfaction STAFF ARE HELPFUL CLEAR INFORMATION GIVEN ABOUT THE PROCESS QUICK RESPONSE TIME CONSUMER KEPT UP TO DATE STAFF ARE KNOWLEDGEABLE DECISION/RESOLUTION WAS CLEARLY EXPLAINED FAIR DECISION/RESOLUTION IN THE CIRCUMSTANCES ALL ISSUES DEALT WITH BOTH SIDES ARE FULLY CONSIDERED REFERENCE TO TPO CODE CLARIFIED  Consumer Survey Review 2017 Overall consumer service satisfaction for 2017 Overall consumer decision / resolution satisfaction for 2017 63% 53% Survey measures on two main factors: Service and Decision /Resolution Satisfaction consumers would use TPO membership as a factor when choosing a future property agent 71% of respondents stated they had a financial award or resolution made 70% of complex cases were supported in whole or in part 73% Tenants were the most frequent type of respondent in 2017