What is the Customer Wellbeing Questionnaire?

The Customer Wellbeing Questionnaire is a tool designed to help us identify and support customers with characteristics of vulnerability.

It is provided by an external firm called Comentis, who provide firms with  clinically developed digitial assessment tools.

The customer answers a series of questions that are designed to identify whether they have any characteristics which means they may be vulnerable. Based on the responses to the questionnaire algorithms are in place which will indicate whether the customer is vulnerable or not, and provide suggestions on how we can adapt and support.

This provides valuable insight about our customers which means we can adapt quickly where needed. Customers do not always know the benefit of sharing information about themselves with us, and what we can do to adapt to help them in their interactions with us.

Helping customers understand the benefits of sharing information about their circumstances not only enables us to support them more effectively now, but also ensures we’re better prepared to offer the right help if their situation changes in the future.