Mutual Exchange (MX) Consultation
In July 2024, we asked for feedback on our Mutual Exchange policy. Is it helpful? Did you know we had one?
Why did we ask for feedback?
We wanted to know how much you knew about our Mutual Exchange (MX) policy - whether you'd been through the process or not. Did you know that we had a policy? Did you read it? Was it useful? We also wanted to know your thoughts even if you'd never heard of it! We asked for your feedback to see how we can improve the policy.
Who did we ask for feedback?
- We asked 507 customers on our Digital Panel.
- We asked 24 customers who had taken part in a mutual exchange.
- 14 customers responded to our online survey.
What you said, and what we will do
You told us that our MX policy is clear, but that you didn't know where to access it...
...That's why we will make sure to share our MX page on our website, so you know where to find the information.
You told us that we should promote MX and the policy through email, newsletter and post...
...That's why we will promote the mutual exchange process online and add it to our September issue of 'PlainSpeaking' - our customer newsletter.
You told us that we should update the wording in section 5.2.17 of our MX policy...
...We will now reword this to 'prior to the assignment being signed' as per your suggestions.