11 January 2021

Today we have launched our annual Customer Satisfaction Survey, undertaken on our behalf by the Institute of Customer Service (ICS).

By partnering with the ICS, we will be working with an organisation that is already very well respected within our industry – in fact many of our customers are ICS members. It also allows us to be benchmarked with other companies, across a range of industries including Utilities.

Honest feedback, good or bad, is the most valuable insight a company can receive. The survey responses will form the foundations of our ongoing improvement in both service delivery, and our desire to be a customer-centric organisation. It is critical that we respond swiftly to any feedback that we receive through the survey and take appropriate and visible actions to make improvements for our customers.

Today, Monday 11th January, customers will receive an email explaining how to complete the survey. The survey itself, should take no longer than ten minutes to complete, and will close on Friday 22nd January. All responses are completely confidential, and we hugely encourage all our customers to share their real thoughts and feelings with us.

If you have any comments regarding the survey, or what we will do with the feedback please contact your Customer Advocate.

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