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FM3 RESEARCH 320-950 WT PAGE 17 <br /> VERY EXC/ TOTAL <br /> EXC GOOD FAIR POOR POOR (DKINA) GOOD POOR <br /> [ ]d. Knowledge <br /> Sept. 2021 45% ---- 34% 10% 3% 3% 4% 79% 6% <br /> June 2017 52% ---- 30% 11% 5% 1% 2% 82% 6% <br /> June 2015 48% ---- 33% 8% 2% 3% 5% 81% 6% <br /> Nov. 2013 50% ---- 31% 12% 3% 2% 2% 81% 5% <br /> [ ]e. Timeliness <br /> Sept. 2021 40% ---- 30% 15% 7% 5% 3% 70% 12% <br /> June 2017 48% ----29% 12% 6% 2% 2% 77% 8% <br /> June 2015 48% ---- 31% 10% 5% 4% 2% 78% 9% <br /> Nov. 2013 50% ---- 29% 11% 6% 2% 2% 78% 8% <br /> [ ]f. Competency <br /> Sept. 2021 44% ---- 33% 10% 4% 4% 5% 76% 9% <br /> June 2017 51% ----28% 10% 6% 2% 3% 79% 8% <br /> June 2015 49% ---- 33% 9% 2% 4% 3% 82% 6% <br /> Nov. 2013 48% ---- 32% 11% 4% 3% 3% 80% 6% <br /> 15. And would you say that you are very satisfied, somewhat satisfied, not too satisfied, or not at all <br /> satisfied with the overall level of customer service you received? <br /> Nov. June June Sept. <br /> 2013 2015 2017 2021 <br /> TOTAL SATISFIED 89% 90% 90% 84% <br /> Very satisfied 65% 67% 67% 57% <br /> Somewhat satisfied 24% 23% 22% 27% <br /> TOTAL DISSATISFIED 10% 10% 10% ------15% <br /> Somewhat dissatisfied 5% 4% 5% 7% <br /> Very dissatisfied 5% 6% 5% 7% <br /> (DON'T KNOW/NA) 1% 0% 0% 1% <br />