Our Members About NHSP Our Commitment to Our Customers

Our Commitment to Our Customers

At NHS Professionals we truly value our customers, and our ambition is to put them at the heart of everything we do.

Our aim is to deliver the very best customer experience and a standard of service we can be proud of. To support this, we’ve partnered with the Institute of Customer Service (ICS) so we can hear your feedback and continually improve.

Since 2019, we’ve been working with the Institute to identify where we are performing well, where we can improve, and how we benchmark against other organisations. One way we do this is through our annual customer survey.

Our Survey

Customer Service - how did we score?

In April 2023 we asked our Bank Members, Trusts, and agency partners to complete a survey on how they rated our service.

Thank you to everyone who took part -the high response rate has given us a range of data and insights covering five key areas:

• customer experience

• complaints handling

• customer ethos

• emotional connection

• ethics

We scored 68.6%, the same score we had last year, but still just short of the 70% required to achieve ICS accreditation. We’re still focused on reaching a score of at least 70% for 2024, especially with some of our new projects being delivered in the next 6 months.

The survey showed that our strongest areas continue to be customer experience and customer ethics, with the competence and helpfulness of our staff receiving the highest scores, which we are delighted to hear.

It also showed we could improve our complaints and feedback process. Our goal is to be an organisation that resolves customer issues smoothly and efficiently and makes it easy to contact the right person at the right time.

Customer Service Reviews

We are incredibly proud of the customer service our teams deliver. Here are some recent reviews we’ve received.

NHS Professionals are proud to be rated as Excellent (4.5) on Trust Pilot for our customer service.

Read some of our recent reviews below:

Great job application support

My application with NHSP couldn’t have gone any better, Debbie Davies the recruitment consultant explained the whole process to me thoroughly so I knew what I needed to do at each stage with extra guidance if I needed it. If you have all your paper work ready, you will be done before you know it. Happy with my application so far and looking forward to working with the company and the NHS.

Date of experience: 09 November 2022


Amazing service!

I had a lovely experience dealing with the non-clinical team always nice and willing to help, I also had Abi Williams along Abhay Singh in contact, they are great. Having more contact with Abi I will say she is such a positive person, always doing her best to help you out in the best way, providing all informations you need, keeping you updated, also keeping in touch with you, just to make sure you haven’t missed anything, she is really professional and kind! It’s really reassuring to know you are supported and in the right way!

Date of experience: 08 November 2022


Excellent experience

What made my experience great was the constant feedback and assistance throughout the recruitment process. I always received helpful and quick responses to my emails.
All communications were highly professional yet kind.

Date of experience: 08 November 2022


Extremely informative and kind throughout

The recruitment consultant, Owen Coop was so kind and informative of the whole process from the very start. He always replied within 30 mins of a query and made the whole experience much smoother than expected.

Date of experience: 11 September 2022


Recruitment process was made so easy

This is my first time looking for a career within the NHSP and my recruitment process was made so easy thanks to Josh Davies. He has been the most consistent, kindest and understanding person to work with. I had a mix up in documents and Josh was patient and nothing but helpful when dealing with my matter. I've had a great experience with NHSP so far.

Date of experience: 31 October 2022


Absolutely brilliant!

NHSP was new to me I didn't have much of an idea , once my application was submitted I was paired with Marie Golding an amazing recruitment consultant , she was very informative , she was so fast with her replies on email I did not have time to worry about anything because she was there for me not only that but her lovely nature every time we communicated is something I’ll never forget I’m so thankful she made this experience so fast and pleasant for me.

Date of experience: 17 October 2022

What’s Next?

We are planning to release our next ICS survey in the Spring, and we’re excited to hear your feedback. Watch this space...


Customer Service Commitment

The NHS Professionals Customer Service Commitment will support bringing service to the forefront of what we do and ensure we are delivering a consistent and engaging customer experience across all parts of NHS Professionals.

Read the commitment