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Customer research

Customer satisfaction and providing a valuable service to our members is extremely important to us, that's why we work with an organisation called KPMG Nunwood who carry out research with our customers to understand how happy they are with the service we provide.

Carrying out both telephone and email research with customers, often following a recent interaction with us, they help us to understand how we're currently performing, both in branch, by telephone and online so we can meet your needs more effectively.

This research has provided valuable feedback which has helped us to understand which elements of our service are most important to our members and where we could improve.

If you are selected to take part in this research, KPMG Nunwood will get in touch with you. We occasionally work with other research partners to get a better understanding of customers or contact customers directly to ask for their feedback. If you are keen to give us your feedback and help shape the way we do things in other ways, our Customer Panel may be of interest to you.

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