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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

Current focus groups – all virtual!

January 2020

Improving the ways we handle complaints

In the New Year, we’ll be hosting virtual discussion groups with customers who have previously made a complaint to settle, to review the experience you’ve had and how we can improve the ways we handle complaints.

If you’ve previously raised a complaint with us and you’d be interested in taking part, we’d be really pleased to hear from you.

We’d also love to work with you on testing how accessible our complaints process is. This will also be a virtual focus group and we’ll be asking the group to live test how easy it is to find out how to make a complaint, how easy it easy to find information and if the information is clear and in plain English. 

The focus groups will be no longer than 90 minutes – with a break! -  And you’ll be rewarded with love2shop vouchers for your time.

You can let us know you’re interested by signing up here or contact us by phone or email.

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