Customer satisfaction has reached its highest ever level as we continue to strive to provide customers with a world class service.
During the past three months, customer satisfaction levels have increased to 84.6%. This is our highest result since we started doing the STAR survey in 2013 when satisfaction was at 80%. We'd set ourselves the goal of achieving satisfaction scores of 84% by the end of the year, as part of our efforts to continually improve customer satisfaction.
One particularly happy customer commented on their survey: “Merlin’s service has been fantastic. Your call centre staff are polite and very helpful. Your maintenance staff are polite and complete jobs ensuring that any mess is cleared up.”
As part of our corporate plan we're aiming to increase overall customer satisfaction to 90% by 2019.