Customer Engagement Plan Published

Customers are at the heart of all we do at Advance. They are the focus of our Vision, Values and Strategic Plan. Today we are proud to formally publish the Customer Engagement Plan 2021-23, which will help us ensure that all our work is guided by customers’ voices.

We listened to customers across the country about the things that are important to them, and what they want us to focus on over the next 2 years. We did this in different ways, including:

  • At virtual Advance Customer Collective meetings
  • Talking to customers 1:1
  • Through the Advance Customer Partnership
  • Analysing feedback from the Customer Satisfaction Surveys

They told us they want us to focus on Transparency, Technology and Health.

Customers have shaped the plan from the beginning, and it is built around what they told us matters most to them. They have told us what they want to see from us, worked with us on how to make it happen, and will be empowered to scrutinise our performance and hold us to our promises.

The plan has been finalised and signed off by the Advance Customer Partnership, and is available in both Plain English and Easy Read in the Customers and About Us sections of our website.

We hope you enjoy reading the plan, if you have any questions please contact us at