Key areas of focus for 2007 include:
- Continuing to improve our communications with our customers, including improving the format and language of our systems-generated letters
- Implementing training for employees focused specifically on customer communication
- Providing online access to customer
records to enable our customer-facing employees to assist customers
with their enquiries more quickly and easily
- Developing a series of customer satisfaction measures in the form of a ‘Dashboard’.
Please see ‘2007 Targets’ for the specific targets we
have adopted.
