Over the next few weeks, the Institute of Customer Service will be emailing some of our customers to ask for feedback about LiveWest.
We appreciate all the feedback we receive and want to share with you what we learned from our most recent survey in March. Thank you to everyone who took the time to respond.
Twice a year, we work with the Institute of Customer Service (ICS) to ask our customers about their recent experiences with us. The questions used in this survey are based on the customer priorities that ICS identified across every sector in the UK. These priorities relate to our customers’ experiences, our complaints handling, our emotional connection with customers, our ethics and our customer ethos. Last March, we heard from 1,005 customers.
How did customers score us in March?
7.6 out of 10
For your experience. This measures the quality of your interactions with LiveWest.
3.9 out of 10
For our complaints handling. This measures how LiveWest responds and deals with problems.
7.1 out of 10
For our emotional connection. This measures how well LiveWest makes you feel reassured.
7.3 out of 10
For our ethics. This measures our reputation, openness and transparency.
7.2 out of 10
For our customer ethos. This measures how well LiveWest builds the experience to meet your needs and show you we care.
7.2 out of 10
For our customer ethos. This measures how well LiveWest builds the experience to meet your needs and show you we care.
We understand that our customers are comparing us to companies across the UK, and we aim to provide the best service possible. ICS independently ranks us against more than 250 organisations based on our performance.
LiveWest received a total performance score of 74.0 out of 100. This is higher than the average for housing associations and local public services.
LiveWest
5.5 out of 10 customers would recommend LiveWest to friends and relatives.
Local public services
4.0 out of 10 people would recommend their local public services to friends and relatives.
UK all sector average
4.3 out of 10 is the average number of people who would recommend a UK company to their friends and relatives.
Want to have your say?
On September 21, ICS will be emailing 5,000 randomly chosen customers to take part in an online survey. The survey should take no longer than 15 minutes. If you receive an email from ICS, be sure to have your say before October 12. Your feedback will help drive improvements across LiveWest.
For a look at how our March results fit into our quarterly performance, please take a look at our June 2020 report.
If you have any further questions about the research, please email the Research and Insight team on surveys@livewest.co.uk. Alternatively, you can call the Customer Services team who will be happy to put you through to a member of the Research and Insight team.
If you would like to feedback on our services, please fill out this form.