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The ‘We hear you’ campaign is all about actively encouraging feedback, positive or negative, so we can identify where there’s room for improvement.

Each month we’ll report back on how this engagement is inspiring change in our services and processes.

June 2022 – how we’ve heard you

What we’ve heard Where we’ve heard it What we’ve done
It has been a complicated process to set my password when logging in for the first time. Survey on the MyRaven portal
  • We have been contacting each person individually that has reported password issues, to talk them through this process step by step.
  • If you had an online account with us on the previous MyRaven portal, we automatically set you up with an account on the new MyRaven. This transition has caused some unanticipated technical issues, which has overcomplicated the registration procedure. In hindsight, we realise we should have started the registration from scratch and have learnt a lesson for future system changes.
Example 2
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Example 5

 

Previous months – how we’ve heard you

What we’ve heard Where we’ve heard it What we’ve done
It has been a complicated process to set my password when logging in for the first time. Online feedback survey for the new MyRaven portal
  • We have been contacting each person individually that has reported password issues, to talk them through this process step by step.
  • If you had an online account with us on the previous MyRaven portal, we automatically set you up with an account on the new MyRaven. This transition has caused some unanticipated technical issues, which has overcomplicated the registration procedure. In hindsight, we realise we should have started the registration from scratch and have learnt a lesson for future system changes.
Example 2
Example 3
Example 4
Example 5
What we’ve heard Where we’ve heard it What we’ve done
It has been a complicated process to set my password when logging in for the first time. Survey on the MyRaven portal
  • We have been contacting each person individually that has reported password issues, to talk them through this process step by step.
  • If you had an online account with us on the previous MyRaven portal, we automatically set you up with an account on the new MyRaven. This transition has caused some unanticipated technical issues, which has overcomplicated the registration procedure. In hindsight, we realise we should have started the registration from scratch and have learnt a lesson for future system changes.
Example 2
Example 3
Example 4
Example 5

Learning from complaints

Complaints are a valuable source of learning. Your feedback gives us the chance to review what has happened and, where necessary, put things right and try to make sure they don’t happen again.

Here’s some examples of how we’ve learned from your feedback…

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