Skip to main content
Sign in

We’re listening

Your feedback is really important to us. It helps us to improve, shape and develop services to meet your needs. Here are some examples of how we’re listening and making changes.

Section separator

Improvements to our contact centre

In the past 12 months, we have received 10,768 pieces of feedback about the contact centre, and we’ve used this to see how easy it is for you to deal with us. We’ve produced a Customer Ease and Customer Satisfaction score.

We found that the scores were lower than our targets and used your feedback to find out why. We shared your feedback across our teams and board to agree on an improvement plan. This has included recruiting more Customer Service Advisors, changing shift patterns, introducing a call-back service, and more. 

To see how your feedback has changed our Contact Centre take a look at the case study using the link below. 

Contact Centre improvements

Section separator

Ways to get involved

Section separator