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Thank you to everyone who filled in our 2023 Customer Satisfaction Survey. Below you'll find the key highlights from the survey, and the areas we are focusing on to to further improve the service we deliver to you.

Survey Response

  • 721 people were asked to fill in the online customer satisfaction survey

  • 307 (43%) completed the survey

  • The online survey was followed by 20 in-depth telephone interviews to gather more detailed feedback and insights


  • 81% of respondents said they were satisfied overall with WPL

  • 87% of respondents were satisfied that WPL has friendly & approachable staff

  • 82% of respondents were satisfied with the quality of advice from WPL


Comparison to 2022 results

  • 8% of respondents were more satisfied with WPL in 2023 than 2022

  • 7% of respondents were less dissatisfied with WPL in 2023 than 2022

  • 7% of respondents felt the service they received from WPL was better in 2023 than 2022



Overall how satisfied or dissatisfied are you with WPL?

2023 satisfaction.PNG

Focus Points From The Survey

  • Order Visibility: further improve visibility of orders in the pipeline, providing clearer information on lead times, unavailability and alternatives
  • Single Point of Contact: introduce a single point of contact for our buying team so end-users can pick up the phone to resolve urgent queries

  • Education & Awareness: improve awareness of procurement and governance processes so end-users know what to expect from the start

  • Catalogues: improve accuracy and availability of catalogues, making it easier and quicker for end-users to buy what they need

  • Requisitions: Further embed and develop the ticketing system for UHS requisitioners and central mailbox for HHFT requisitioners

If you would like to read the full 2023 customer satisfaction report, please find this below. 

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