What happens to your Cuckoo reviews on Trustpilot?

We’re super proud of our ‘Excellent’ Trustpilot score. Our team work their socks off to give you the best service out there – but we know there’s always room to improve. That’s why we care about every single review. Good, bad, and everything in between.

Some companies might ignore them, take it personally or even cry into their cornflakes … but not us. Trustpilot gives us real-time feedback from the most important people in our business – our customers. And we love it all. Even the tough stuff.

First, we read them. Every. Single. Review. Praise? We lap it up. Criticism? We take notes (and maybe a deep breath).

And then, we respond. Our 100% response rate isn’t just a number — it’s our way of saying thanks (if it’s good) or making it right (if it’s not so good). We want you to know we’re here to listen, no matter what you have to say.

Next, we get to work. We invented The Trustpilot Forum to make sure we’re improving from the feedback we receive. At the Trustpilot Forum, our teams, execs and partners come together for a deep dive into the latest reviews . If it was good feedback, we keep doing it. Not so good, we ask – what went wrong? Where did we slip up? And how can we make sure this never happens again?

Talking about our mistakes is one thing. But taking action is what really counts. Over the last few years, we’ve made changes to our processes, the way we communicate info and even shaken up how we work with our partners.

Recently, thanks to your feedback, we’ve:

Gotten quicker at escalating your issues

We heard you – sometimes we could be faster at solving your problems. To make it happen, we ran Escalation Training, so our Customer Care Team know how to solve problems super efficiently. That’s less time on hold, more time streaming, gaming and WFHing.

Improved how we communicate with you

From the very start of your journey with us, we’ve made sure everything is communicated clearly. Thanks to your feedback, today’s customers have a super smooth ride through all aspects of the Cuckoo experience.

Reduced delays for installation

Yep, there’s nothing worse than waiting for your broadband. So behind the scenes, we’ve been improving how smoothly your order flows through our delivery system – meaning you get online, faster.

Put your feedback front and centre

So much has improved at Cuckoo thanks to your feedback – and we don’t want to stop now. To keep making your experiences better, we’ve added a Trustpilot link to our landing page – so we can capture your feedback even more easily.

Without your thoughts, we wouldn’t have been able to make these changes. So, whether you’re leaving us a glowing review or giving us a piece of your mind, know this – we’re listening, we’re learning, and we’re always working to do better.

To read what our customers really think, check out our reviews.

Or to get broadband with a side of absolutely brilliant customer service, see if we’re in your area.