Here are some examples of what we’ve done with your feedback:
- We have improved our website to provide greater stability for the web pages and make it easier to find the right information.
- We have continually used feedback from customers using our application forms to improve them for each new funding programme that we develop, ensuring better performance of the interactive features and making the questions easier to understand
- We are working on revising our funding guidance to make it easier to understand and involving customers in testing these
See how we’re doing:
- We set ourselves high targets to ensure that we provide our customers with high levels of satisfaction. We ask a sample of our customers for feedback every three months and analyse the results to see where we can improve:
- Customer satisfaction – On a scale of 1 to 10, 77% of customers will rate our service as 8 or higher (satisfaction) with 36% of customers rating us as 10 out of 10 (excellence).
- During the first 6 months of the 2012/13 financial year our satisfaction result was 80.3% with excellence at 37.8%.
We also have a Customer Service Strategy that sets out what we plan to do to improve our service over the next few years.
We really value your feedback. If you have a comment about the services that BIG provides, we’d love to hear it. Please contact customer.services@biglotteryfund.org.uk