Customer news

Why your satisfaction matters to us

We’re really committed to knowing what matters most to you and improving what we do.

That’s why we send you a text or an email asking how we did after you’ve had an interaction with us, such as having a repair carried out or contacting our customer experience team.

We also work with TLF Research who carry out customer satisfaction surveys for us twice a year. They’re starting this again in August. If they contact you, please be honest and let them know what you think. They’ll ask you about things like your overall experience with us, how you rate our different services, and how you think we could improve.

What do we do with your feedback?

We analyse the feedback to draw out trends and recurring issues. This then feeds into our ongoing improvement work. We embrace all kinds of feedback, as without knowing where we’ve gone wrong, we’ll never be able to improve.

We also get some nice comments from your feedback which help us feel good about the things we’re doing right and understand which services meet your requirements.

Are your details safe?

TLF Research is an independent market research company doing this questionnaire on our behalf so, they’re acting as our agents. They won’t use your contact details for any other reason. All information that’s shared with them is encrypted and is in line with the Data Protection Act (DPA) 2018. We regularly review this to make sure that your contact information stays safe and that our staff are all trained in the handling personal information.  

If you’ve already opted out from receiving our surveys, we won’t share your details.

How long are your details kept for?

TLF Research stores our customers’ information on separate databases, which is deleted after 12 months.

Your feedback’s really important to us so we really appreciate you taking the time to share your views. If you have any questions, please get in touch.

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