Did you receive a survey after contacting us?
Transactional surveys allow us to collect customer feedback across several services within the organisation. We use transactional surveys to measure customer satisfaction, and this enables us to use your feedback to make service improvements.
Please check the frequently asked questions section below for more information:
Frequently Asked Questions
Transactional surveys are used to gain insight into experiences of a specific interaction with one of our services. Using transactional surveys, we can collect real-time views about our services and use this feedback to drive improvements
Our transactional surveys are carried out via text message or telephone. ARP Research/ Prevision Research currently conduct telephone surveys on our behalf on telephone number 01908 278308.
Text message surveys are sent using Upland Rant & Rave, a customer engagement tool that helps us collect customer feedback after you’ve used one of our services, such as a completed repair.
Your feedback is consistently monitored to ensure there’s a focus on service improvement. We regularly report responses from transactional surveys to the relevant stakeholders and discuss them frequently to highlight how we’re performing across several service areas.
If you don't want to be contacted to complete surveys, you have the option to opt out. You can reply to our email with the word 'STOP' or you can tell us using our contact us form or by contacting us on 0800 111 4013.
More information on transactional surveys can be found on The Hub.