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CUSTOMER SATISFACTION SURVEY 2023

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

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Highlights

  • 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?

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Action taken since the 2023 survey

  • Order Visibility: We have offered to create online ordering accounts with NHS Supply chain for users with high order volumes who did not have access previously. The benefit of this is that users can see delivery dates and order content as well as view alternative product options. 

  • Single Point of Contact: We have introduced a phone number for our Buying Team. The benefit is that the team are contactable, via one phone number, between 8:30am and 4:30pm Monday to Friday for urgent queries. 

  • Education & Awareness: We have supported Senior Management teams across UHS and HHFT with a variety of training including budget holder training and further awareness around Cost Improvement Planning, commercial awareness and governance.

  • Catalogues: More than 55,000 catalogue item updates have been published for HHFT, UHS & UEL. This includes price changes, product code changes, description changes and additional products. 

  • Requisitions: We are developing the IT Service Desk for UHS and UEL following feedback since launching almost a year ago, this includes updating templates and linking in with other teams who will use the information to ensure all required information will be requested when the initial ticket is raised. We are also looking into the viability of extending the IT Service Desk to HHFT.

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

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