As part of our ongoing commitment to enhancing Alliance services, we recently invited our customers to participate in our first dedicated 2025 Customer Satisfaction Survey.
We’re proud to share the results, which reflect the strong partnerships we’ve built with NHS trusts – supporting them to develop effective workforce management strategies that ultimately improve patient care and outcomes. Thank you to all our customers that contributed to the survey.
Outstanding support services
93% of respondents had received direct support from the Alliance, and of those:
- 100% of customers rated our support positively
- over 90% gave our support a score of 8 out of 10 or higher
- 76% said it was ‘very easy’ to contact us
- 84% were ‘very satisfied’ with the support they received
Always easy to contact, incredibly helpful, supportive and knowledgeable. Great work, thank you.
I’ve worked with Katherine Moore for some time and she is excellent in offering advice and support. Nothing is too much trouble.
Trusted knowledge and experience
- 100% rated our knowledge and experience positively
- 86% rated our knowledge and experience as ‘excellent’
- we achieved an exceptional Net Promoter Score (NPS) of 75 – a result that reflects high levels of trust, satisfaction and advocacy
The Workforce Alliance team are very supportive, they go above and beyond to help with any queries and provide lots of guidance from a framework / procurement perspective.
Matt is incredibly knowledgeable and supportive. He is also responsive and commits to offering a solution.
Dilek is our key contact, fantastic, professional, responsive and extremely knowledgeable.
Framework agreements
90% of respondents had accessed our framework agreements, and of those:
- 100% were satisfied with 54% saying they were ‘very satisfied’
- 100% found our frameworks easy to access, with 61% saying they were ‘very easy’
- our framework agreements received an excellent NPS of 52, reflecting a high level of customer satisfaction
Our communications
- 55% of respondents regularly read our monthly newsletter and email updates
- of those, 100% were either ‘satisfied’ or ‘very satisfied’
Always easy to contact, responses are prompt. Updates are received regularly and news about the Workforce Alliance is readily available via email and on the online portal.
Would you recommend us?
We’re delighted that this question generated an NPS of 77 — another exceptional score that reflects the strength of our relationships with trusts and the added value we provide to the NHS.
Looking ahead
This survey marks an important milestone as the first dedicated Alliance-wide customer satisfaction survey, providing a valuable benchmark for our services moving forward. While each of the five Alliance partners may conduct individual customer feedback surveys, this provides our first collaborative view.
As a trusted, value-adding NHS resource, we remain committed to listening to our customers, continuously improving our services, and delivering exceptional support that ultimately contributes to better patient care and outcomes.
How can we help you?
If you would like support from a workforce specialist in your region, please reach out to us using the form on our contact page.
