We are committed to meeting the needs of our customers and are determined to make their experience of dealing with us as effective and pleasant as possible.
We have a new Customer Satisfaction Tracking Survey in place which, in its approach to sampling and polling customer opinion, is representative of the journey which our customers experience with regard to Student Finance. It measures our key customer groups’ satisfaction levels and their perception of their experience with Student Finance at specific stages and tells us how we are doing across a range of service satisfaction indicators.
Further information about this new survey can be sought from our Freedom of Information Office
The last quarterly Customer Satisfaction Survey Report (149 kb) conducted under or previous approach and sampling is available to view or download.
The findings of this report are discussed by management and a Quality Service Initiative Steering Group. These teams regularly review the surveys results and put in place continuous improvement ideas, or appropriate corrective action, to address our customers concerns.