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How we collect your feedback

Feedback and data about what customers ask us to do and how they 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 call or text to ask how satisfied you were with our service. These might come from our partners IFF Research or CX Feedback. Replies to a text survey are charged at your standard network rate.

Every now and again you might receive a more detailed survey, to ask you 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.

Occasionally we might also visit you at your home to ask your feedback and give you the opportunity to speak face-to-face with us.


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.

Focus groups and interviews

Throughout the year we carry out focus groups and interviews to:

  • Make sure we’re understanding what really matters to you
  • Ask you specific questions
  • Test new ideas

Get involved

If you’d like to be more involved and provide your feedback about specific services and ideas please register here.

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