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Our customer service targets

We’re working to improve how easy it is for our customers to access our services and the trust they have in us as a business. Learn more about how we measure these on our measuring trust and effort page

Our plan is to achieve a customer effort score of less than 3.5 and a customer trust score of more than 8 by 2024.

Although effort and trust are our main measures, we also measure and report on complaints and our customer promise.

This year



Effort: < 4

Trust: 7

On track


2020/21 target

What we achieved

Effort: < 4

Trust: > 7.2

Effort: < 4.3

Trust: > 6.8

2019/20 target

What we achieved

Effort: < 4.5

Trust: > 7.2

Effort: 3.2

Trust 6.3

2018/19 target

What we achieved

Effort: 3.8

Trust: 7.7

Effort: 4.3

Trust: 6.6

2017/18 target

What we achieved

Effort: 4.0

Trust: 7.5

Effort: 4.2

Trust: 7.2

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