The GfK NOP results indicate that the main improvements were in the scores for administrative staff where there were eight and nine percentage point increases in favourable scores for approachability and courtesy, knowledge and communication.
The survey also suggests that the clarity, accuracy and suitability of written information provided have also improved.
Michael Ross, Chief Executive said:
“I am delighted by the latest figures and would like to congratulate the Regional Managers and their teams for securing this improvement in spite of the pressures caused by increasing numbers of our more complex case types. This is the bottom line for our customer care and very good it is too. We are determined not to rest on our laurels and will continue our work to ensure that we achieve these results year on year.”
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