Anticipating the wants and needs of our customers is essential.

In the UK, between October 2010 and May 2011, we measured our customers’ satisfaction across five key areas. The initial results indicated that we scored in the region of 6.9 on a scale of 1-10. The feedback provides us with a focus on where we need to make improvements across each area and establish a score that supports our drive to be recognised as a provider of good customer service.

In the US, we are consolidating our customer systems to drive efficiency and improve our provision of service. This year, our US contact and support centre handled 14.5 million calls, responded to 90,000 customer emails and exceeded all our regulatory service levels and customer satisfaction targets in 2010.