Delta Wellbeing’s annual customer satisfaction survey shows services are delivering real impact, with consistently high ratings for safety, services and support.
Customers expressed strong confidence in the technology and support they receive, with 96% satisfied or very satisfied with the quality of equipment and 95% finding it easy or very easy to understand and use.
The majority of customers described the equipment as essential for helping them feel secure at home, with 97% saying it had improved their general wellbeing and 96% reporting that it made them feel considerably safer or made a massive difference to their safety. Customers praised the friendliness and professionalism of staff and frequently commented on how reassuring and efficient the installation experience was, reflecting a consistently high standard of personal care.
There was equally positive feedback for the Monitoring Centre, with 99% of customers highlighting the calm, polite and supportive nature of the advisers, and 96% describing the service as very or extremely responsive. Many shared powerful examples of moments when the team had supported them in emergencies including falls, periods of sudden illness, and household incidents such as smoke alarm activations. Customers repeatedly highlighted the peace of mind the monitoring team provides, knowing that someone is “always at the end of the phone”.
Delta CONNECT continues to play a significant role in strengthening customer confidence. 97% of customers rated the rapid response service highly, with 84% saying responders arrived quickly or very quickly. Proactive wellbeing calls were similarly valued, with 97% describing these calls as extremely or very helpful. Customers said the conversations helped to reduce loneliness, boosted confidence and provided vital reassurance, especially for those living alone.
Delta Wellbeing achieved an outstanding Net Promoter Score (NPS) of 86%, demonstrating strong customer satisfaction and high likelihood to recommend the service to family and friends.
Overall, 75% rated the service as excellent, up from 61% last year, highlighting continued improvement in both service experience and customer outcomes.
Customers gave a small number of suggestions to further strengthen services, including quicker response times during busy periods, increased affordability for low income customers, and improvements to wearable devices for comfort and ease of use.
Delta Wellbeing is a Local Authority Trading Company, owned by Carmarthenshire County Council, which provides assistive technology, proactive monitoring and response services to support individuals across Wales to live independently and safely at home.
Carmarthenshire County Council’s Cabinet Member for Health and Social Services Councillor Jane Tremlett said: “We are incredibly proud that Delta Wellbeing’s services are continuing to make a meaningful difference to people’s lives. The feedback acknowledges the hard work and commitment of staff across all areas of the business, and we are grateful to every customer who took the time to share their experience. This feedback will help Delta Wellbeing to improve and strengthen its services so that it can continue to provide the highest levels of support, helping people to live safely, independently and with greater peace of mind.”