Institute of Customer Service customer survey 2023

Our customers are at the heart of everything we do, and we want to keep it that way. As you may be aware, we are members of the Institute of Customer Service (ICS), an independent, professional membership body for customer service.

As part of our membership, the ICS conducts surveys, on our behalf, which tell us how we can make our service even better. This year, a survey is being sent this month (October). If you receive an email asking you to complete a survey from the ICS (from the email address, it is genuine, and it would be greatly appreciated if you could help us by completing it.

The survey is online, is confidential, and will only take around 10-15 minutes to complete. Your feedback is important to us as it enables us to not only compare the service we provide with other banks and building societies, but also to identify areas in which we perform well and areas where we could improve.

We hope you will take the opportunity to tell us, honestly, what you think about the service the Society provides to you, and thank you in advance, for taking the time to complete the survey. We expect to publish the results of the survey on our website in January 2024.

If you have any questions or comments about the email you have received or the survey, or you wish to be excluded in future, please feel free to email us or telephone us on 01635 555700.

Thank you for taking the time to assist us.

Melanie Mildenhall Director of Customer Service

Melanie Mildenhall leads the customer service strategy delivery at Newbury Building Society.

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