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How we collect your feedback

Feedback and data about what you ask us to do and how you feel about how we do it, plays a key role in how we choose improvements. To see a list the improvements we’ve made recently as a result of your feedback, visit the you said, we did page.

We collect feedback in several ways and sometimes we use other companies to carry out surveys or conduct research for us. In all cases we make sure we protect your data.

Satisfaction and perception surveys

Whenever you contact us, you might receive a follow up text from our partners, CX Feedback to ask how satisfied you were with our service. Replies to a text survey are charged at your standard network rate.

Every now and again you might receive survey, to ask how you think we’re doing in general. We work with the Institute of Customer Services to compare our customer service standards with other leading organisations across the UK. Customers are invited at random to take part in this survey and all responses are anonymous.


If you’re not happy about something, please tell us. We need this feedback to help us get it right next time.

We use information from complaints to identify trends and make improvements to our services.

The Big Check In

Several times a year, colleagues across settle contact customers either face-to-face or by phone to ask them how they’re doing and if there’s anything we can do to help.

We’ll always identify ourselves and we won’t ask you for your personal information.

Involved customers

Throughout the year, we carry out focus groups, interviews and surveys on specific topics with our involved customers. This helps us get deeper insight into what matters to customers and test new ideas.

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