Helping you through COVID-19: Survey results

In April 2020, we sent a survey to Customer Engagement Community members to ask how well they feel we are managing the coronavirus crisis and what more we can do to support them.

‘Helping you through COVID-19’ has provided meaningful insight to the impact of coronavirus on customers lives and how we can adapt our services, in the short term, to better meet their needs.



Most customers (72.1%) said they have been contacted by Onward since the beginning of the coronavirus outbreak, and 60.8% of customers said they are satisfied or very satisfied with the information and support Onward has provided during the crisis.


A fifth of customers (20%) are most concerned about mental health, loneliness and isolation as a result of coronavirus while 19% of customers are most worried about the supply of groceries and 18% are most worried about physical health.

17% of customers are most concerned about financial stability, 8% are most concerned about safeguarding and job security, 4% are most worried about home schooling and 1% are most worried about domestic abuse.


Watch this space

In order to understand our customers specific needs so we can adapt our services more permanently going forward, we will be launching another survey very soon. If you’d like to chat to us about this or provide feedback in advance, get in touch on 0300 555 0600 or email