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Why your satisfaction matters to us

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

Our customer satisfaction surveys are now being carried out by The Leadership Factor (TLF), a specialist satisfaction and loyalty research company. We made this change because we want our feedback and satisfaction scores to be as honest and accurate as possible. So, if you get a call from The Leadership Factor, 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?

Firstly, we follow up any outstanding issues that you raise in those surveys. So, if we pick up from your comments that you’re waiting to hear back from us, we’ll make sure that the relevant person gets in contact with you. You also have the right to remain anonymous if you wish to. Secondly, 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 really 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?

The Leadership Factor’s 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 1998. 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?

The Leadership Factor 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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