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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. Our target over the three years of our 2017-2020 plan is to achieve a customer effort score below 3.5 and a trust score above 8.5 as measured by the Institute of Customer Service.

This year



Effort: 4.5

Trust: 7.2

On track


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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