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Annual report 2019-20 - Overview

Involving and empowering our customers
100 involved customers
have been recruited.
Giving us a total of
883 involved customers
across the Group.
The customer-led scrutiny panel volunteered
327 hours
of their time to give feedback on our services.
Customer panel members volunteered
218 hours

 

“I know that we’re listened to. As customers, we can make a difference”

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Over 270 involved customers
regularly share their views to help us improve services.
2,696 surveys
were carried out to get customers views on our services.
17 actions
were implemented from their recommendations...
...in
three key projects
Customer satisfaction
378
compliments were received.
553
complaints were received.
57%
of complaints responded to in 10 day target.
14.2 days
Average days to respond to a complaint (Service level agreement - 10 working days)
92%
of complaints received resolved at stage 1 of the complaints process