We’re always looking for ways to improve your experience with us, and that’s why we’re launching Tell Us Tuesdays, a way to help us better understand what’s working well and where we need to do better.
At the moment, 65% of customers tell us they’re satisfied with our services. While that’s a good starting point, we believe there’s room to grow. To improve, we need to know two key things:
- What are we doing right?
- What could we do better?
That’s where Tell Us Tuesdays comes in.
Who will we be calling?
We’ll be getting in touch with customers who have completed a satisfaction survey through our independent survey partner, Acuity, and have given us an overall score of either very satisfied or very dissatisfied.
When will we be calling?
We’ll be making these calls on Tuesdays, when our team has the best capacity to make outbound calls without affecting our core services.
Here’s how it works:
- We’ll make initial calls during the first two Tuesdays of each month.
- If we don’t reach someone, we’ll try again during the next two Tuesdays.
Depending on the number of customers, we may need to spread calls across several Tuesdays.
Why are we calling?
We want to:
- Celebrate and build on what’s working well
- Understand where we can improve
- Repair relationships with customers who’ve had a poor experience
- Collect valuable Equality, Diversity and Inclusion (EDI) data to help us serve you better
What will we do with your feedback?
Your feedback will go directly to the teams that deliver our services. It will be used to inform Customer Satisfaction Spotlight Sessions, where managers and teams will:
- Hear exactly what customers are saying
- Discuss how to make improvements
- Take action to deliver better outcomes for you
We’ll also use this insight to improve how we communicate through our website, newsletters and social media channels, making sure you have clear and accurate information about how we work.
Tell Us Tuesdays is our commitment to you, to be more responsive, more informed, and more focused on delivering the services you expect and deserve. Your voice helps shape how we work, and we’re here to listen.