During June and July, the Institute of Customer Service (ICS) will email some of our customers. They will ask for feedback about LiveWest and your most recent experience with us.
We work with the Institute of Customer Service every year to run the UK Customer Satisfaction Index (UKCSI) survey. This is the UK’s largest customer survey. It helps us see how we compare with other housing providers and with organisations across public services.
Hearing from our customers is really important to us. Your feedback helps us understand what we’re doing well and where we can improve.
What we’ve been working on
Following the last survey, we’ve been focusing on:
- Getting things right first time.
- Reducing delays and repeat visits.
- Improving communication, so customers feel informed and updated throughout their journey.
- Making and keeping promises, including clearer appointment times and better follow-up.
You can read more about last year’s results here.
Want to have your say?
On 29 June, the Institute of Customer Service (ICS) will email 12,000 randomly selected customers. They’ll be invited to take part in a short online survey.
The survey takes around 15 minutes to complete. If you get an email from ICS, please take a few minutes to share your views before the deadline in the email.
We really value your feedback. It helps us improve our services and make things better for you and our other customers.
How do we protect customers’ personal information?
Your responses are completely confidential. We do not include any information in our reports that could personally identify an individual, so you can feel free to be completely honest with your feedback.
At the end of the survey, you’ll have the option to share your name and a contact detail. This is only if you’re happy for LiveWest to get in touch to talk about your feedback.
It’s completely your choice, and we understand if you’d prefer not to share your details. However, please be aware that if you don’t give your consent, we won’t be able to follow up on any individual issues you’ve raised.
Need more information
If you have any further questions about the survey, please email the Research and Insight team at surveys@livewest.co.uk.
Alternatively, you can call the Customer Services team who would be happy to put you through to a member of the Research and Insight team.