First Customer Feedback report published

NHS Property Services (NHSPS) collects and analyses customer feedback as part of our customer satisfaction (CSAT) programme. We have for the first time published openly the feedback we received from customers in 2019/20 and our scores across nine touchpoints.

Read the blog on how we're using feedback from Deborah Prince, Director of Customer Services and Communications.

Key feedback from customers

• In 2019/20, NHSPS achieved 8.07 (out of 10) customer satisfaction (CSAT) score from over 4,300 survey responses.
• 94 percent of queries were resolved in 10 days or less.
• High performing areas include how our helpdesks handle customer calls as well as our project work, in particular projects involving the office estate and portfolio optimisation work.
• Areas for improvement include how we resolve customer queries (such as billing), NHS Open Space bookings and closing complaints.

How we're becoming a customer centric organisation

• In 2019/20, NHSPS joined the Institute of Customer Service, the independent professional membership body for customer service, committing to their principles and priorities for advancing our customer service delivery.
• Through gathering feedback, we've been able to learn more from our customers and introduce improvements to how we operate, such as introducing a Customer Support Centre or flexible space booking options.
• Introduced a number of new initiatives to become more 'customer centric' including a Customer Committee, Customer Owners and more.
• We're also planning to launch a Customer Panel and Customer Portal in FY2020/21. We're committed to improving how NHS colleagues experience our organisation and welcome any feedback - big or small - to help us improve what we do.  Share your feedback  Whenever you contact us via our helpdesks, we ask for your feedback via a survey. You can also complete our online feedback form here to let us know about your experience of our services.