Our engagement with thousands of customers over many years has helped us develop a rich picture of what matters to them. We can also track how that has changed over time. In this section you will find our synthesised customer insight documents, illustrating our latest thinking, and how we have arrived at those conclusions.

Our overview report sets out our key customer principles which have been formed by pulling all of our pieces of evidence together.

The full report is available illustrates how customers opinions on some issues have changed since our last business plan was produced in 2019. We can also see where they have stayed the same.