Meet the Performance Allies

The Performance Allies, our new resident scrutiny group, are off to a great start. To kick off, they're focusing on the number one concern you’ve told us makes you unhappy – call backs. We know that this is one of the main things that lead you to be unhappy with our services. So, once the Performance Allies have looked at the data, and talked to customers and colleagues, they’re going to make some recommendations on how to improve for our Customer Experience Committee to consider.

The group held their first session, which focused on understanding why customers feel that we don’t call them back when we say we will. We know that this is really important to you all, and we’re committed to taking the time to understand this area of our performance fully before thinking about how we can improve it. Following the session, the Allies have agreed to discuss amongst themselves exactly how they want to go about investigating our call back performance. They'll report their recommendations to the Customer Experience Committee (CEC) who’ll follow their progress and at times prioritise the projects they work on. We’ll be catching up with them at the end of June to find out how they’ve got on, and how we can support them to understand where we are, and how we get to where we need to be.

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