Accessing the dashboard
Members can access the member benchmarking dashboard in the Member Portal.
Once you have logged in to the Member Portal, click ‘Benchmark reporting’ on the top menu bar.
Navigating the homepage
The homepage provides an overview of complaints data.
Important external dispute resolution complaint figures (referral resolution rate, non-response rate, closed at decision and closed at decision in favour of complainant) can be found throughout the dashboard.
The data on the homepage is then split into four charts: received complaints, accepted complaints, closed complaints and responsiveness.
You can also find links to more information on the left-hand side menu of the dashboard, including information about the dashboard, a glossary of key terms and definitions, reporting guides and definitions as well as reporting guides.
- Filter
Members can filter the data using the filter menu on the left-hand side of the dashboard. You can filter the data by complaint status (stage in the AFCA process), issue type, product type, AFCA stream (fast track, complex etc.), and decision outcome.
- Compare
To compare EDR performance against an anonymised set of firms, click the compare button on the left-hand side of the dashboard. The compare function enables you to select an AFCA member group (based on business size, primary business, and/or complaints received) to compare against your own complaints data.
- Date range selector
Members can select the time period for the data displayed using the date range selector at the right-hand side of the dashboard.
Navigating other pages
You can explore each of the four main main areas via the left-hand side menu. This will take you to a subpage where you can view additional measures about complaints received, accepted, closed and your responsiveness.
Return to homepage
To return to the homepage, click the home button on the left-hand side of the dashboard.
Navigating the charts
You can interrogate the data in each chart by hovering over the toggles in the top right-hand corner of each chart.
- Drill up
The drill up arrow moves the X-axis scale up one level in the hierarchy.
- Drill down
The drill down arrow enables you to select a point on the chart to drill down through.
- Next level of hierarchy
The next level of hierarchy arrows moves the X-axis scale down in the hierarchy.
- Focus mode
Focus mode expands the chart to a full-screen view.
