ICS results
As part of our partnership with the Institute of Customer Service (ICS) we carry out an annual Customer Service survey with our Bank Members and Trusts. This year’s survey went out in April, and we wanted to share the headline results.We improved our score versus last year on:
- Speed of service and response
- Keeping customers informed
- Ease of dealing with NHSP
- Making it easy to contact the right person to help
This year, we continue to see Complaint Handling as an important priority to all, and we recognise the need to improve in this area. We are currently reviewing the process with a view to making it more robust to improve complaint management. This will include route cause analysis for continuous improvement.
All the information from the survey, including every comment you took the time to write, has been considered in our improvement plan, which the Institute of Customer Service oversees to ensure we have an external, expert, and neutral view on what we do next.
If you want to know more about our customer service commitment, please see the dedicated page on our website.