Listening to customers
Our company-wide Customer Experience function exists to listen to and act as the ‘Voice of Customer‘. With the help of ‘Voice of Customer’ Champions across all areas of our business, we ask for views on our services, identify other sources of insight, draw out ideas for change, and where viable implement improvements.
We use surveys, user groups, metrics and other feedback mechanisms to obtain customer input.
We also have dedicated customer service colleagues such as the BSC Operational Support Managers, who work with their customers to resolve issues, manage Settlement performance and engage with the BSC change process.
You are always free to send in feedback to our Communications Team as we would always value your suggestions and comments.
Each year we commission an independent customer survey to understand people’s views on our performance. The survey aims to measure customer satisfaction in the following areas:
- quality of service
- giving you access to experts
- the reliability of our service
- the speed of our service
- being adaptable
- keeping costs to a minimum
Read a summary of the 2021 customer survey or download the full report.
Older surveys may be available on request.