We are committed to meeting the needs of our customers and are determined to make their experience of dealing with us as effective and pleasant as possible.
As part of our quarterly Customer Satisfaction Survey, we conduct a monthly survey of 400 customers who have recently been in contact with us for one reason or another. We collate the answers they give to a series of questions about the service they received and try to identify areas where we can make improvements.
The survey takes in nine service elements:
- Information on repayment process
- Ease of contacting the SLC
- Staff knowledge
- Accuracy of information
- Interest in customer satisfaction
- Ease of understanding of documentation
- Enthusiasm of Staff
- Responsiveness to enquiries
- Achievement of commitments
The latest monthly Customer Satisfaction Survey Report (79 kb) is available to view or download.
The findings of this report are discussed by management and a Quality Service Initiative Steering Group. These teams regularly review the surveys results and put in place continuous improvement ideas, or appropriate corrective action, to address our customers concerns.