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.
Target |
Status |
|
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 |