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How we choose improvements

We know that the best way to improve, is to keep listening to our customers, so we’ve taken a fresh look at how we listen to and act on the voice of the customer [PDF] 1001KB.

We choose improvements based on feedback from our customers, advice from our panel of customers and experts (see below) and business need.

Voice of the customer panel

As part of this approach we’ve created a voice of the customer panel, which is made up of impartial customers and experts in customer service from various industries.

This group contribute fresh ideas and provide expertise on all things 'customer'. They act as a critical friend by making sure we’re listening and responding to what customers are telling us.

The panel’s role and purpose are set out in the voice of the customer panel terms of reference [PDF] 558KB