Welcome to the fourth edition of Customer Matters – your monthly newsletter highlighting what SMT is doing to improve your experience as our customer.
In this edition, I’d like to let you know about out upcoming Business Benchmarking survey, which will be launching in November, and why your feedback is so important to us.
As part of our membership with the Institute of Customer Service, we regularly invite customers to take part in this survey. It’s a key tool that helps us understand how we’re performing and, more importantly, where we need to improve.
If you’ve interacted with SMT in the past six months, you may receive an invitation to take part.
The survey itself is simple and quick to complete, typically taking around 5-10 minutes. All responses are completely anonymous, allowing you to share honest and open feedback on your experience with us.
The insights we gain from this survey are incredibly valuable. It provides us with a clear view of what we’re doing well, as well as highlighting areas where we can do better.
For example, results from previous surveys have shown that customers consistently value the knowledge and professionalism of our teams, as well as the way our people engage and communicate. At the same time, your feedback also highlighted that our complaints handling process was an area that needed improvement.
This is something we’ve taken seriously. We’ve reviewed this process and are already working on making improvements to ensure we resolve issues more effectively and deliver a better overall experience.
This is a great example of how your feedback directly influences the changes we make.
Whether it’s refining our processes, improving communication, or addressing specific challenges, the actions we take are shaped by what our customers tell us. Quite simply, your voice helps guide our priorities.
We understand that your time is valuable, but even a few minutes of feedback can make a meaningful difference. The more responses we receive, the clearer the picture we have, and the better equipped we are to make improvements that benefit you.
So, if you do receive an invitation in November, I’d strongly encourage you to take part.
By sharing your experience, you’re playing a direct role in helping us improve the way we work and the service we provide.
Thank you in advance for your support, we genuinely appreciate it.
As always, if there’s anything you’d like us to cover in as future edition, please email me (Matt Sprott) at customer.experience.gb@smt.network, or share your feedback via our website or the MySMT app.