These are the results from the recent customer service survey carried out in February 2022.
It was a shorter version of the annual survey run by the Institute of Customer Service (ICS), asking you about your experience of customer service at GreenSquareAccord.
We received responses from 1,087 customers – thank you for your feedback!
What did the survey measure?
The Institute of Customer Service survey looks at customer service in three categories:
- customer experience;
- ethos and ethics; and
- complaints handling.
This survey also asks customers to rate their overall satisfaction with GreenSquareAccord.
You gave us an average satisfaction score of 2.7 out of 5.
The top 5 reasons for customer contact
The first question in the survey asked customers to state the reason for their most recent contact with GreenSquareAccord.
In total, answers including the words problem, issue, or repair made up three-quarters of the responses.
You told us your priorities include getting queries and repairs resolved.
Average scores by category
- Customer experience – 2.8 out of 5
- Ethos and ethics – 2.6 out of 5
- Complaints handling – 1.8 out of 5
What the results tell us
Your responses tell us we can improve your experience the most by:
- keeping you informed;
- keeping our promises; and
- making you feel reassured.
What we're doing to improve
We are running workshops with different teams at GreenSquareAccord to highlight these scores. These workshops will increase team awareness of customer service and of the importance of listening to our customers.
We are also putting projects in place to improve customer experience. For example, our Customer Care team now run 'Evergreen' sessions with team members across the organisation. The aim of these sessions is to learn from complaints and improve our processes.