PILLAR: CUSTOMERS
PSR external form enhancements
What we will do and why
Improved online form to make it easier for vulnerable customers to sign up to our Priority Service Register.
Key deliverables
- Enhanced online form.
Target outcomes
- Enhanced customer experience as it’s now quicker and easier to sign up.
- Increased customer satisfaction.
- Meeting accessibility standards.
Measures of success
- Increase in online form sign ups.
- Reduction in call volumes to the Priority Services Register line (PSR) from customers reporting issues with form.
Stakeholder Engagement
We analysed 941 responses from our annual PSR email campaign and categorised them into themes on usability and accessibility. All feedback was addressed when defining the scope of work.
We had seven sessions with AbilityNet, a digital accessibility charity to ensure our web journey meet the needs of all users and complies with current legislation, including WCAG 2.2 AA standards.
There’s also ongoing monitoring of customer feedback from the PSR telephone line and we react and optimise accordingly.
Planned start:
01.01.2024
Target completion:
29.11.2024
Key milestones:
- Improved online form for vulnerable customers to sign up to our Priority Service Register (Nov 2024)
Status:
Complete
| Date of change | Category | Description |
|---|---|---|
| 20.12.2024 | Update |
Project has been succesfully completed. |
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