Customer Service Impact

By delivering the Sheffield Way we want to make a difference to our customers and measure its success with respect to customer service delivery. So we need to be able to measure this and have a baseline which we can measure improvements against. 

Towards the end of 2025, EFM customers in Professional Services and Faculties were surveyed on how we are currently performing against the Sheffield Way behaviours. They were asked to score us out of 5 stars for each of the WISE behaviours - the results are shown below.

These are average scores across all EFM services - there was a lot of variance! We are aiming for quality services to be delivered consistently across all teams which will help push these scores up.

This is our baseline measure and The Sheffield Way success will be measured by improvements against this baseline customer service data when the survey is repeated later in 2026.