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Our customer service vision

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Our vision is to provide a first class service every step of the way. We're aiming to achieve at least 90% satisfaction with our overall services by 2021

Gerry Doherty, Executive Director of Customer Services

It's a big ambition but we take it very seriously. In 2016/17 our customer satisfaction rose to 85% - an improvement of over 5% on the previous year and above our peer group. 

We're determined to keep improving and our new Customer Service Strategy will play a big role. Its five key principles will drive our approach:

  • The right culture 
  • An accessible service
  • A more personal service
  • A high quality service
  • An added value service