customer dissatisfaction by 25% a year is a key target
in our drive to deliver the highest levels of customer
has an extensive programme of quantitative customer
research run by external agencies to assist us to focus
on the level and causes of customer dissatisfaction.
research shows we achieved a 37% reduction in customer
dissatisfaction over the year, beating the target of
25%. All areas of the business improved satisfaction
levels, with particularly significant improvement among
our international and wholesale customers. Although
in most areas customer satisfaction is well ahead of
our competitors, we will strive to make further significant
improvements. A programme has been put in place that
focuses on key areas of customer dissatisfaction.