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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.

This year



Effort: 3.8

Trust: 7.7

Behind target

Last year


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)