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2020 Project aims to improve customer services and satisfaction

Customers at a 2020 Project focus group meeting

Customers have been having their say on how we can improve the services they receive from us and help increase customer satisfaction.

The 2020 Project is our key project over the next few years focussing on improving the way we work, the experiences customers have when they contact us and their satisfaction with the services we provide. Over the past few months customers have been having their say on their experiences with us in the past and their aspirations for the future through phone surveys and focus group meetings.

We want to increase customer satisfaction to 90% by 2019 and have systems in place so more customers can contact us digitally if they want. The key to this project is providing customers with the choice to contact us and access our services in the way that they want to. That could be by calling us, texting us or using our website.

We’ve collected some great feedback from customers already, but we’re keen to hear more about your experiences and expectations. If you would like to contribute to share your experiences of customer service you’ve received from us – good or bad – then let us know.  You might have a story to tell, an idea to share, or you might like to help us test new ways of keeping in touch.”

If you’d like to get involved please ring 0300 1232222 and ask to speak with the 2020 Project Manager Iftikhar Awan, or email Iftikhar.awan@merlinhs.co.uk

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