TV Licensing

Customer surveys

Why do you send customer satisfaction surveys?

We want to make sure our contact centre staff provide the best possible service to you, and one of the best ways of doing that is to ask you how they did. The feedback you give us is invaluable and helps us improve the service we provide to all our customers.

What if I don’t want to take part in your surveys?

By responding ‘STOP’ to any customer satisfaction surveys we send by text, we will remove you from future surveys to that particular mobile number. If you receive your customer satisfaction survey by email and would prefer not to receive surveys to that email address in future, please follow the instructions at the foot of the email.

If I don’t respond to a survey, will you keep asking me?

No, we won’t remind you to respond to a survey. Your response is voluntary.

Will I be sent a survey every time I contact TV Licensing?

No. We’ll only send a particular survey once within any 28-day period to a specific phone number or email address, unless you are making a complaint, in which case it will be at most once within any 24-hour period.

Does it cost anything to reply to your survey by text?

All text messages are charged at your standard network rate. For most people this will be included in your allowance but please check with your service provider if you’re unsure.

How do I know if a text survey is from TV Licensing and not a scam?

We only send surveys from one of four mobile numbers. English language messages are sent from 07860088059, 07860099910 and 07359999240 for messages about our customer service advisors, visiting officers and automated telephone service. Welsh language messages are sent from 07537454375 and 07860099910. If you receive a similar text from another number, please delete it.

How do I know if the customer satisfaction survey email I’ve received is genuine and secure?

We send emails to invite you to complete a customer satisfaction survey from ‘TV Licensing - mail.xxxxxxxxxxx@bbc-tvl.msgfocus.com’. On a mobile device select the sender’s name to reveal the email address. We’ll also include your partial licence number or recent complaint reference in our emails. Once you have clicked on the link for the survey you will be directed to a secure URL starting with: https://capture.rantandrave.com/s3/TVL. Rant and Rave are contracted to TV Licensing to provide our customer satisfaction service.

Will you contact me about my response?

We don’t normally contact customers who have responded to a survey unless you’ve made us aware of an issue that we need to speak to you about.

Will the agent I dealt with be rewarded depending on my response?

Our agents are recognised when they perform well, and responses to surveys are taken into account.

Where did you get my mobile number or email address from?

You provided this information during a previous contact with us, for instance if you used our website.

Who are Rant and Rave?

Upland Rant and Rave (‘Rapide Communication Ltd’) are contracted to TV Licensing to provide our customer satisfaction service.

Will my data be shared with third party companies?

Your data may only be shared with service providers under contract to TV Licensing - in this case for the purposes of customer satisfaction surveys - in relation to the TV Licensing system. We do not share your data with any third parties outside of TV Licensing. You can find out more in our privacy policy.