Evaluating what our customers think of us.
We are committed to providing a high-quality service. We regularly survey our customers to ask how we’re performing – and what we could be doing better.
This is important to help ensure that we’re providing the best service possible for our customers.
Current scores and benchmarking
Our latest Customer Satisfaction Index (CSI) scores are:
| Professional | 83.4 |
| Citizen | 80.5 |
These are above the relevant benchmark scores of:
| Public sector | 73.7 |
| UK all-sector | 76.1 |
Previous scores
We have measured customer satisfaction using the CSI since 2022-23.
The table below shows our professional and citizen scores over this time.
| Financial year | Professional score | Citizen score | ||
|---|---|---|---|---|
| Autumn survey | Spring survey | Autumn survey | Spring survey | |
| 2024-25 | 82.6 | 83.4 | 81.2 | 80.5 |
| 2023-24 | 80.3 | 81.7 | 82.6 | 84.4 |
| 2022-23 | 78.3 | 79.7 | 83.3 | 87.8 |
The Customer Satisfaction Index
We use the Customer Satisfaction Index (CSI) – run by the Institute of Customer Service - with both our professional and citizen customers.
The CSI gives us an independent, objective view of customer satisfaction. It also allows us to benchmark our performance.
A CSI score is calculated using five measures (experience, complaint handling, customer ethos, emotional connection and ethics). Participants are asked questions connected to these measures. The results are used to generate a score from 0 to 100.
The survey is run twice a year – in spring and in autumn.