Our annual reports share the results from our customer satisfaction (CSAT) surveys which are taken across a number of different touchpoints, including when customers contact the Customer Service Centre, after a case is closed and when using one of our NHS Open Space rooms.
We're also working with the Institute of Customer Service to survey a wider range of customers and gather their feedback to understand how we can continue to improve.
2024 Customer Feedback Report
This year we spoke with over 7,000 customers and patients. Gaining valuable insights that help us further improve our services, buildings and processes to enable excellent patient care.
Read the reportPast reports
2023 Customer Feedback Report
How we streamlined processes and introduced new initiatives to meet evolving customer needsQ1 and Q2 2022/2023 Customer Feedback Report
Read our annual report with customer satisfaction scores from Q1 and Q2 of Financial Year 2022/2023.2021/22 Customer Feedback Report
Read our latest Customer Feedback Report2020/21 Customer Feedback Report
Learn more about how we're performing and how we're improving our customer experience2019/20 Customer Feedback Report
Learn more about how we’re working to deliver excellent customer service across our organisationNeed to get in touch?
If you have any queries or would like to know more about how we gather customer feedback, please get in touch with our Customer Service team.