85% of survey respondents rate their overall experience as 'Good' or 'Excellent'
When an incident is closed, we email all users a short survey asking how their experience has lived up to their expectations. We aim for most respondents to score us either “4 – Good” or “5 – Excellent”.
We also ask other questions to help us improve specific aspects of our service.
Customer satisfaction standard performance
Month |
Performance |
Aug - 2019 |
81% |
Sep - 2019 |
80% |
Oct - 2020 |
79% |
Nov - 2019 |
86% |
Dec - 2019 |
86% |
Jan - 2020 |
91% |
Feb - 2020 |
89% |
Mar - 2020 |
90% |
Apr - 2020 |
90% |
May - 2020 |
91% |
Jun - 2020 |
89% |
Jul - 2020 |
Unavailable |
Aug - 2020 |
Unavailable |
Sep - 2020 |
Unavailable |
Oct - 2020 |
87% |
Nov - 2020 |
88% |
Dec - 2020 |
88% |