NWUPC

We’re thrilled to share the fantastic news that we’ve successfully retained our Customer Service Excellence (CSE) Award following our Spring 2025 review! This achievement reflects our ongoing dedication to meeting the CSE criteria, while also inspiring us to continue finding ways to improve. Here’s how we’ve been going the extra mile to deliver excellence:

• We have an in-depth understanding of the characteristics of our current and potential customer groups based on recent and reliable information.
• We have developed customer insight about our customer groups to better understand their needs and preferences.
• We make particular efforts to identify hard to reach and disadvantaged groups and individuals and have developed our services in response to their specific needs.
• We have a strategy for engaging and involving customers using a range of methods appropriate to the needs of identified customer groups.
• We have made the consultation of customers integral to continually improving our service and we advise customers of the results and action taken.
• We regularly review our strategies and opportunities for consulting and engaging with customers to ensure that the methods used are effective and provide reliable and representative results.
• We use reliable and accurate methods to measure customer satisfaction on a regular basis.
• We analyse and publicise satisfaction levels for the full range of customers for all main areas of our service and we have improved services as a result.

During the assessment, the NWUPC team showcased a broad range of evidence in an engaging online session, demonstrating our commitment to delivering outstanding service to our members, partners, and suppliers.

We’re proud to say that the CSE Award – alongside our Compliance Plus Award – is a testament to this dedication. Both will be up for review again in 2026, and we’re already looking forward to building on this success.