Results, actions and what to expect from us in the future.
Last year we published our first ever customer satisfaction report, examining customer feedback across a range of questions and highlighting improvements we were planning on making to enhance customer experience and the services we offer.
I’m delighted to report that in 2019/20 we have again exceeded our target satisfaction score of 9 or above, with an overall Customer Satisfaction score of 9.04 for the year. This is up from 9.00 in 2018 and 8.90 in 2017. This is a real achievement for all involved and demonstrates our ongoing commitment to providing an excellent service and listening to our customers.
This year we engaged with a greater number of customers on a wider range of work carried out, from ongoing contracts to one off repairs. In total, 122 surveys were carried out with customers from across the business highlighting both areas in which we excel and also things we can do better.
Customer feedback is vital in order to achieve our mission ‘To be the best in the world at what we do’ and I appreciate each and every customer that has taken the time to respond.
Download the report to find out more about how we have used your feedback to continue to improve.
I look forward to continuing to receive your feedback over the course of the year, and our teams will be in touch to facilitate this. However, you don’t have to wait until we ask you to give us your thoughts. Speak to your sales contact at any time or get in touch with me directly on +44 (0)191 234 3000 or firstname.lastname@example.org.
Michael Mitten, CEODownload the report