Help us serve you better
Next steps
Veolia has partnered with the Leadership Factor (TFL) to conduct the survey. You will book your call on the Calendly link shared by TFL. If you haven't scheduled a call by the first of September, TFL will reach out to schedule your call. Here's what happens:
Mid-August:
You will receive an email from TFL with a link to schedule your 15-minute call at a time that works for you.
September - October:
The Survey is live.
After the survey:
We compile your feedback and create a Customer Action Plan addressing the issues that you and other customers raised.
Why your feedback matters
We highly value your NPS feedback because it helps us understand your experience with our services. Your participation in our survey provides crucial insights that help shape the future of our delivery and offerings. It identifies what we're doing well and where we can improve, ensuring that we continually enhance our services to meet your needs.
Based on NPS feedback last year, we changed our reporting systems to make it easier to track collections and changed our processes for customer handovers between account managers.
Whether it's praise or criticism, your honest opinions are the compass that directs our efforts.
What does my NPS score mean?
Respondents are grouped into three categories: 1/ Promoters (score of 9-10), 2/ Passives (score of 7-8), and 3/ Detractors (scores of 0-6). The NPS score is calculated as:
% Promoters - % Detractors = NPS
Scores range from -100 to +100, with anything above 0 considered positive and above 50 considered excellent.
Why does Veolia use NPS?
NPS helps us understand how well we’re serving you and where we can improve. It allows us to:
- Listen to your voice. Your feedback directly shapes our service improvements and strategic priorities.
- Measure satisfaction consistently. We use the same metric across all our business units so we can compare performance and identify best practices.
- Track progress. We measure NPS annually to see if we’re making progress on the issues that matter to you.
What if I don’t want to participate?
That’s completely fine! Participation is entirely voluntary. We respect your choice.
However, we’d appreciate your feedback if you’re willing to share it. Your input helps us improve our services and better meet your needs.
If you have concerns about participating, please see the privacy and data security section below or contact Greg Roche of TLF at [email protected].
How much time does it take?
The survey takes 15 minutes to complete. It is conducted by phone by our independent research partner, TLF. Phone surveys allow for deeper conversation and follow-up questions that help us better understand your feedback. We conduct NPS annually and send the first email request in September.
Can I respond anonymously?
Yes. You can choose to have your responses be completely anonymous and confidential. We do not collect personally identifiable information unless you choose to provide it. Your feedback will be aggregated with other responses to identify trends and patterns. If you would like to provide your name so we can follow up on specific feedback, that is optional.
How is my data protected?
There is a contract in place between Veolia and our research partner, TLF Research, to ensure that your data is protected with the highest security standards. TLF Research and Veolia comply with all UK and EU data protection regulations, including the Data Protection Act and GDPR. TLF Research have ISO 27001 certification, which means that they have systems in place to secure data, manage access and control security threats. All data is transferred and stored securely and is protected by encryption in transit and at rest. TLF Research will only use your data to invite you to take part in the research. Access to data is controlled and only shared with staff who need it to perform their role. Personal data is not transferred outside the UK and only retained by TLF Research for as long as is necessary for analysis.
Please see TLF’s privacy policy here for more details.
Have additional questions?
We're here to help.
Thank you. Your time and insight are greatly appreciated.
