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Partner satisfaction

How do we measure partner satisfaction?

The consumer service is measured on the success of our engagement with partners through targets set by BIS. One way we measure this is by running biannual partner satisfaction surveys. 

We also measure partner satisfaction by monitoring both the volume and type of feedback received about case referrals and notifications. One of our supplier Key Performance Indicators is to receive feedback on no greater than 2% of all referred cases. 

Citizens Advice Consumer Service Impact Report - 2020 - 2021 [ 4.4 mb] - this provides insight into how effective we have been in supporting both clients and partners in the financial year 2020/21.