Having your say

September 24, 2015

We survey our members after each interaction with us. Your input helps us improve our service and identify new ways to exceed your expectations.

The surveying is done from a random sample of people who have had recent interactions with us. If you call the Member Hotline, or send us an email, or receive one of our newsletters, for example, your name will be added to a pool. We randomly scoop out a set number of names from this pool to be surveyed. Once you've been called on, we make sure it won't happen again for a while.

  • In 2014 we had more than 1,200 member interactions every day.

  • 61% of members surveyed gave us 10 out of 10.