Customer insight

Throughout the year, we send customers satisfaction surveys after we complete a piece of work for them (like a planned or response repair after they first move into their new home). We also send a perception survey to ask about overall satisfaction with Magna. Put together, insights from these surveys help us understand where we need to make improvements and develop in line with customer priorities. In addition, we learn where to capture more feedback from our diverse customers, to make sure we have representative views that can influence change.

Our customer insight report for 2022/23 can be viewed here.

Improving satisfaction

We’re passionate about improving customer satisfaction, whatever their interaction with us.

We know that the experience our customers have with us has a big impact on satisfaction, including the range, quality, cost, speed and reliability of services, and the helpfulness and competence of our colleagues. So we’ll be investing in this to make sure that we’ve got all the right skills and approaches to support an excellent customer experience and to deliver high levels of satisfaction.