Listening to customers is helping make our service easier and better

Our Voice of the Customer programme is helping us understand what matters most to customers and turn their feedback into practical service improvements.

At Arco, we want every customer interaction to feel straightforward, supportive and positive. That means listening carefully to what customers tell us, understanding their experiences and using that insight to improve the service we provide.

Our monthly Voice of the Customer survey is one of the key ways we do this. It gives customers who have ordered through our any of our channels the opportunity to share honest feedback about their experience with Arco.

The feedback we receive helps us identify what is working well, where customers are experiencing frustration and where we can make service easier, faster and more effective.

The survey focuses on three measures that reflect the quality of the customer experience:

• Customer Effort Score (CES): How easy it is to do business with us
• Net Promoter Score (NPS): How likely customers are to recommend us
• Right First Time (RFT): Whether requests are resolved successfully the first time customers contact us

Customers can also add comments, giving us valuable context behind their scores. These comments help us understand the detail behind each experience and focus our attention on the improvements that will make the biggest difference.

Turning feedback into action

Customer feedback is reviewed closely and shared across the business, helping teams understand the issues customers are raising and the changes needed to improve day-to-day service. This means insight is not simply collected; it is used to support practical action.

Where customers raise concerns or provide detailed feedback, we may contact them directly to better understand their experience and help resolve any ongoing issues. This gives customers a clearer voice and helps us respond in a more focused way.

We can also share customer-specific reporting to support service reviews and ongoing discussions. These reports can include survey results, areas of dissatisfaction and complaints insight, helping customers see where improvements are being made.

Service improvements customers can feel

Our latest results show that this approach is making a positive difference. In 2025/26, Arco achieved its seventh consecutive annual increase in both CES and NPS, representing a 55% improvement in customer perception since the survey began.

We are also seeing more positive customer comments, alongside a reduction in some of the common themes and frustrations that teams have worked hard to address. This gives us confidence that listening to feedback and acting on it is helping to improve the overall customer experience.

Continuing to raise the bar

While we are pleased with the progress being made, we know there is always more to do. For 2026/27, we have increased our NPS target by a further 6%, reflecting our ambition to make the entire Arco experience as easy and supportive as possible.

By continuing to listen, learn and act on customer feedback, we can keep improving the service we provide and make sure our customers remain at the heart of the decisions we make.

Make your voice heard

We'd love to hear from you! If you receive our Voice of the Customer survey link, please take a few moments to share your feedback, whether it's positive or negative. You can also leave us a review on Google or Trustpilot. Your feedback really helps us continue to improve!