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