Customer Services User Surveys

Customer Services values feedback from its users and endeavors to use this to improve services.

Each year a programme of user surveys is carried out to gauge user satisfaction levels and to assess customer perception of the quality of customer care. Surveys, in addition periodically we aim to gather information that will inform service plans and be used for future development.

The surveys that we carry out are:

• Annual Telephone Surveys (carried out in May each year) of approximately 1000 of our users who have contacted us in the four weeks prior to the start of the survey.
• Exit and call back surveys - 400 users are interviewed following their visit to one of our four Customer Services Centres and 100 are called back shortly after making a telephone call to our Call Centre.

Survey results, together with action plans will be posted on this website as they are completed.

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