Creating strong, long-lasting partnerships with our customers is vital to our success. Without customers, we don’t have a business. In these times of rapid change, no force is more grounding and stabilising than a positive customer relationship.The services that we provide to our customers are mission critical and we have always enjoyed close partnerships
with our customers.
(correct as of June 2022)
Recording customer satisfaction scores and setting stretching targets for improvement helps us to gauge the quality of our service, identify areas for improvement, strengthen our customer relationships and ultimately grow revenue. That’s why we’re further embedding a clear Net Promotor Score methodology across our businesses and setting the goal of having leading customer service scores.
True customer partnerships require close attention to their needs so we can listen, communicate and act better. We’re hosting ongoing customer councils within each business that seek input from our customers on the challenges that face them, how they work with us and provides a forum for testing potential solutions. This helps us understand our customers in a meaningful way so that we are able to respond to their changing needs, and be their partner of choice.
We’re proud of the high quality service we provide to our customers. We are agreeing these high expectations and standards clearly with our customers, colleagues and other stakeholders to ensure we always deliver quality customer service. To commit to this each of our businesses will publish a customer charter that recognises the needs and commits to add value to each customer.
There are a few ways you can get involved and help contribute to our Customer Vision and Goal:
If you’ve done something innovative to improve customer service or delight customers, no matter how small, share your story or best practice to inspire others. Click below to share your story.
If you have an idea, or improved way of working that you think would benefit the customer experience, please let us know your idea. Click below to share your idea.