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.