Customer Feedback

  1. About
  2. Customer Feedback

Here are some examples of what we’ve done with your feedback:

  • We have improved our website to provide greater stability for the web pages and make it easier to find the right information.
  • We have continually used feedback from customers using our application forms to improve them for each new funding programme that we develop, ensuring better performance of the interactive features and making the questions easier to understand
  • We are working on revising our funding guidance to make it easier to understand and involving customers in testing these

Customer Satisfaction surveys

We are continually striving to ensure that our customers are delighted and are looking for ways to improve our service. Feedback from our customers is gathered via an online survey at each and every stage of their journey.

DJS Research Ltd are an independent, UK based market research company who have been commissioned to carry out this research on our behalf. They adhere to the guidelines set out by the Market Research Society, so please be assured that your feedback is confidential and they are not trying to sell you anything.

If you have made an enquiry, submitted an application or receive funding from us, you may receive an email from them with a link to complete a survey. Thank you in advance for completing the customer satisfaction survey.

For your interest, the latest result for Customer Satisfaction is 81 per cent (November 2016). This means that on a scale of 1 to 10, 81 per cent of customers rated our service as 8 or higher.

Customer Commitments

We have developed a set of customer commitments that outlines how we plan to improve our service over the next few years.

In carrying out their duties, our staff are committed to be open, understanding, respectful and responsive, whether the contact is in person, on the phone or through correspondence with you.

Our staff have a right to go about their duties safely and without obstruction or threat of abuse or physical harm. If subjected to such behaviour they have the right to discontinue the telephone call or meeting. We will not reply to rude or abusive emails, calls or letters.

We really value your feedback. If you have a comment about the services that The National Lottery Community Fund provides, we’d love to hear it. Please contact customer.services@tnlcommunityfund.org.uk.