Shaping services around what matters to customers
When customers tell us something could work better, we want to act on it.
Over the last year, customer feedback has helped shape improvements across Great Places, from the way we communicate to how we tailor services around individual needs. Our aim is simply to make it easier to get the help, information and support you need.
We’ve also created more opportunities for customers to influence the way we work through groups such as the Customer Committee and Insight. Their feedback has helped shape service improvements, review important plans and policies, and make sure customer voices are part of the decisions we make.
Customers are already starting to see the difference. We’ve reduced complaints by improving how we manage cases and follow through on agreed actions, helping us put things right more effectively when issues arise. We’ve also seen customer satisfaction improve in a number of key areas, while continuing to invest in digital services and contact channels that make it easier to get in touch with us.
These are just some of the improvements being delivered through our Customer Experience Strategy, which keeps customer feedback at the heart of how we improve services.
