Delivering the best customer service
Exceptional levels of customer satisfaction are a must for our stakeholders – and we fully support this expectation. While our customer satisfaction rates are already high, we’re committed to continual improvement, including the use of a wide range of communication channels that keep pace with new developments and changing customer preferences.
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Our commitments to customer service:
Customer satisfaction
We will be the top performing DNO for overall customer satisfaction with an average score of 9.01 out of 10.
90%
Average customer satisfaction
rate achieved
4
Average Seconds it took
to answer calls within.
5
minutes on average to
answer social media enquiries,
24 hrs a day
Under 1 minute
on average to respond
to Web chat enquiries,
24 hour a day.
Greater insight
to be provided on planned
interruptions on our network
with an online viewer.
90%
of complaints to be
resolved within 1 day
and 99% within 25 days.
Find out more about how we intend to maintain high levels of customer service in our 'Meeting the needs of consumers and network users' section of the business plan.