When you call us, what would excellent customer service mean to you?

Thank you for taking the time to help us improve our Customer Hub. Your feedback will help us understand what matters most to you when you contact us. Please share your preferences and suggestions so we can review and enhance our service to you.

What makes excellent customer service to you?

Quick response and minimal hold time

Friendly and empathetic staff

Clear and accurate information

Problem resolved in one call

Follow-up after the call

Being open and honest

Other (please specify)

When calling our Customer Hub, which do you prefer?

A brief conversation just focusing on getting the information i need

A more details conversation to discuss my situation and general small-talk

A balance between the two but keep it relevant to my enquiry

Other (please specify)

What would you suggest to improve our service whilst on the phone with our Customer Hub Assistants?

Maximum 5,000 characters

0/5,000

How satisfied are you with the current hold times when calling our customer hub?

Very unsatisfied

Unsatisfied

Neither

Satisfied

Very satisfied

How do you feel about being put on hold after getting through to the adviser

I would rather not be put on hold and would prefer a call back

I'm happy to hold as long as it takes to get an answer

If I'm put on hold, I'd rather you check in with me to reassure me you're working on my enquiry

Other (please specify)

Please rank the following aspects in order of importance to you when calling our customer hub

Getting through quickly

Select

Staff friendliness

Select

Getting accurate information

Select

Resolving my issue

Select

Follow-up after the call

Select

Completing the action you said you would

Select

Do you ever contact us via e-mail

Yes

Sometimes

Do you ever use the My BronAfon App?

Yes

Sometimes

Is there anything else you would like us to know about your experience or how we can improve?

Maximum 5,000 characters

0/5,000

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