All About Customer Feedback Surveys

We prioritise our customers and strive to be the best we can be, which is why your feedback is essential. One way we gather this feedback is through customer surveys.

Did you know that we work with a third party to collect this feedback?

In 2021, we began working with Acuity. We provide them with customer names, phone numbers, and details about completed repairs to collect feedback on those services. We use this feedback to improve our services.

We understand that some of you may have concerns or data protection questions regarding this data sharing. To address this, we have created this communication to clarify how your personal information will be handled. Our goal is to ensure you feel informed and confident when engaging with us.

Customers are selected at random and you have the option to opt out. To do this you can either tell the interviewers when they call, call us on 0345 604 1472 or email bi@lincolnshirehp.com.

All the calls are recorded for training and quality purposes. Acuity is a company partner member of the Market Research Society and is registered with the Information Commissionaires Office, and in line with the Data Protection Act is not permitted to release any details to any other organisation. Acuity also holds ISO20252:2019, which is the quality standard for market research companies.

If you are concerned you are receiving a bogus call you can ask the interviewers to provide you a contact number and the name of a member of staff at LHP. You can then check the validity of the survey with us.

To process and share personal data, we must have a lawful basis. For customer satisfaction surveys, we rely on legitimate interests. We have a legitimate interest in enhancing our services, which includes obtaining feedback on repairs performed. As a result, we do not need to seek customer consent when sharing data with Acuity for these purposes. You can opt out of these calls at any time, as mentioned earlier.

If you have any further questions on this, please get in contact with our Data Protection Business Partner on dataprotection@lincolnshirehp.com.