Annual Customer Feedback Report 2025 Final

Annual Customer Feedback Report

2024/25

Discover the improvements we’ve made based on your feedback in our 2024/25 report. Including 12 real examples of 'You said, we did' to show how your voice has driven change. Jackie Ducker, Chief Customer OfficerContents

Key achievements that matter to you

How we're continuing to improve your customer experience

How we're listening to customer feedback

Thank you for reading Annual Customer Feedback Report 2025

A message from our Chief Customer Officer

Reflecting on the year with…

Jackie Ducker, Chief Customer Officer

Everything we do at NHS Property Services is driven by our customers and the goal of enabling excellent care. This year, we’ve made strong progress—not just in transforming the estate, but in how we support those who rely on us.

Thanks to your feedback, we’ve improved the things that matter most. Our latest surveys show we’re more responsive, efficient, and easier to work with. More customers than ever would recommend us, and we’re working closely across the country to deliver estate strategies and vital services.

We know your time is precious and when you need us its important, so our dedicated team in

Stockport answer 92% of your calls within 20 seconds, making sure you get the support you need day and night, every day of the year.

We’ve enhanced Connect, our self-service portal, making it easier to log jobs, download certificates, and get support. This led to a 57% rise in non-urgent requests via self-service, helping you access support 24/7.

We're proud to have achieved 100% of our performance targets across our three strategic pillars: Better Estate, Brilliant Service, and Unlocking Value. Through initiatives like Healthy Places and Open Space, we’ve positively impacted over 3 million patients.

Your feedback is invaluable. We received over 8,500 survey responses this year, helping us improve satisfaction measures: 8.6/10 for patient satisfaction in our properties, 9/10 for day-to-day transactions and frontline services, and where it comes to perception of overall satisfaction,

measured annually, you rate us 7.3/10.

We know the NHS estate is vital to care delivery. That’s why we’re committed to being more than just a service provider —we want to be a trusted partner—one that listens, responds, and works with you to create safe, efficient, and welcoming spaces.

Thank you for your trust, feedback, and partnership. We’re proud of what we’ve achieved together and remain focused on delivering value, supporting your priorities and giving a great experience every time.