A Small Change Behind the Scenes But Your Feedback Experience Stays the Same

We’re making a behind-the-scenes improvement to how we capture customer feedback. Our Customer Satisfaction (CSAT) system has now moved from SmileBack to Simplest—and we wanted to let you know what this means for you.

The short answer? From your perspective, nothing changes.

What stays the same for you

When your ticket is resolved, you’ll continue to receive a simple feedback request in your ticket closure email — just as you do today.

• ✅ The way you submit feedback is unchanged
  The look, feel, and ease of submitting feedback remains familiar and straightforward with three simple smiley face emojis in your closed ticket email.Simply click on the approporate emoji to submit your feedback!

• ✅ Nothing will block your feedback from being sent
  There are no  login requirements, pop-ups, or extra steps. Once you submit your response, it goes straight through.

• ✅ Fast and friction-free
  Giving feedback still takes around 15 seconds — a quick moment that makes a big difference.

• ✅ Optional Comments
  Just like previously, there will be the optional chance to add any feedback comments if you choose to!   

Why your feedback matters

Your feedback helps us:

• Understand what’s working well
• Identify where we can improve
• Recognise great service from our teams and colleagues! 

Every response is reviewed and used to shape how we support you going forward.

Please keep telling us how we did

When your ticket closes, we encourage you to take a short moment to share your experience. That 15 seconds of feedback really helps us continue delivering the service you expect.

Thank you for taking the time to let us know how we’re doing—we really do value every response.