Our customer service targets
We’re working to improve the simplicity of our services to customers 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.
Target |
Status |
|
Effort: 3.8 Trust: 7.7 |
Behind target |
Target |
What we achieved |
|
Effort: 4.0 Trust: 7.5 |
Effort: 4.2 Trust: 7.2 (from scores of 4.7 and 6.7 at April 2017) |