Over the last 12 months, we have continued to listen closely to the people and communities we serve, helping us better understand what we are doing well and where we need to improve.

During the year, we received 9,099 pieces of customer feedback and sent 41,000 requests for feedback, giving customers more opportunities to share their experiences with us.

Our average customer satisfaction score was 4.68 out of 5 (94%), reflecting the hard work, care and commitment shown by colleagues across Tai Calon every day.

More than 3,100 customers shared feedback with us, covering a wide range of services and experiences. Importantly, many customers also left comments alongside their scores, helping us understand not just the outcome of an interaction but what really mattered to them.

This feedback plays an important role in shaping and improving our services. Positive comments help us recognise where we are making a difference, while lower scores and constructive feedback help us identify areas where customers feel we can do better, particularly around communication and making processes easier to navigate.

Over recent months, we have also started asking customers more about how our services make them feel, helping us build a fuller picture of the overall customer experience.

Alongside this, we have developed a new Friction and Effort Index (FEI), designed to help us better understand how easy or difficult, it is for customers to deal with us. As this develops further, it will help us identify where we can simplify journeys, reduce unnecessary effort and improve services for customers and colleagues alike.

Customer feedback remains one of the most important ways we learn and improve as an organisation. While not every comment is easy to read, every piece of feedback helps us better support our customers, strengthen our services and continue making a positive difference across our communities.