Why use the Customer Wellbeing Questionnaire?

We want all our customers to have a positive experience when interacting with us, including customers with characteristics of vulnerability. The Customer Wellbeing Questionnaire helps us do this by:

Identifying signs of vulnerability early : by asking customers questions about their health, finances and individual circumstances we hopefully recognise indicators of financial, emotional, cognitive, or situational vulnerability

Tailoring support appropriately: the reports generated by Comentis help guide teams in adapting communication, supporting decision-making, and service delivery to meet individual needs.

Informing risk management: acts as a risk measure, helping to flag potential harm or disadvantage and enabling proactive safeguarding.

Enhancing customer experience: with this additional information about our customers our frontline teams are more informed and empowered to deliver more empathetic, respectful, and inclusive experience for customers who may need additional support.