Communication providers

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class="component-breadcrumb-bar__list-item-anchor-span"> Communication providers</span> </a> </li> </ul> </div> </div> <div class="responsivegrid aem-GridColumn aem-GridColumn--default--12"> <div class="aem-Grid aem-Grid--12 aem-Grid--tablet--12 aem-Grid--default--12 aem-Grid--tablet-wide--12 "> <div class="spacer parbase aem-GridColumn aem-GridColumn--default--12">  <div class="component-spacer"> <span class="component-spacer--spacer20"></span> </div> </div> <div class="section-container aem-GridColumn--tablet--12 aem-GridColumn--offset--tablet--0 aem-GridColumn--default--none aem-GridColumn--offset--tablet-wide--1 aem-GridColumn--tablet--none aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11 aem-GridColumn--tablet-wide--none aem-GridColumn--offset--default--1"><div data-component-watch='["section-container"]' id="regulatory" class="component-section-container component-section-container__default-left-padding component-section-container__default-right-padding component-section-container__default-top-padding component-section-container__default-bottom-padding component-section-container__white "> <div class="aem-Grid aem-Grid--10 aem-Grid--tablet--12 aem-Grid--default--10 aem-Grid--tablet-wide--11 component-section-container__inner"> <div class="cmp cmp-text aem-GridColumn--tablet--11 aem-GridColumn--offset--tablet--0 aem-GridColumn--default--none aem-GridColumn--tablet--none aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--10 aem-GridColumn--offset--default--0">  <div class="component-heading-bar" aria-label="Regulatory"> <h2 class="scalable-header scalable-header--large scalable-header--align-center scalable-header--dark-grey" id="regulatory">Regulatory</h2> </div> </div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer40"></span> </div> </div> <div class="cmp cmp-text aem-GridColumn--tablet--11 aem-GridColumn--offset--tablet--0 aem-GridColumn--default--none aem-GridColumn--offset--tablet-wide--1 aem-GridColumn--tablet-wide--9 aem-GridColumn--tablet--none aem-GridColumn aem-GridColumn--default--8 aem-GridColumn--tablet-wide--none aem-GridColumn--offset--default--1"> <div data-component-watch='["body-text-block"]' class="component-body-text-block" aria-label="text-block"> <p style="text-align: center;">Under Ofcom’s General Conditions of Entitlement (GCE), all UK Communication Providers must take special measures for users with disabilities, including providing access to a relay service.</p> <p style="text-align: center;"> </p> <p style="text-align: center;">Read<strong> <a href="https://www.ofcom.org.uk/__data/assets/pdf_file/0021/112692/Consolidated-General-Conditions.pdf" target="_blank">section C5.8 of Ofcom's Conditions</a></strong> for the full details.</p> </div></div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer20"></span> </div> </div> </div> </div> </div> <div class="section-container aem-GridColumn--tablet--12 aem-GridColumn--offset--tablet--0 aem-GridColumn--default--none aem-GridColumn--offset--tablet-wide--1 aem-GridColumn--tablet--none aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11 aem-GridColumn--tablet-wide--none aem-GridColumn--offset--default--1"><div data-component-watch='["section-container"]' id="technical" class="component-section-container component-section-container__default-left-padding component-section-container__default-right-padding component-section-container__default-top-padding component-section-container__default-bottom-padding component-section-container__white "> <div class="aem-Grid aem-Grid--10 aem-Grid--tablet--12 aem-Grid--default--10 aem-Grid--tablet-wide--11 component-section-container__inner"> <div class="cmp cmp-text aem-GridColumn--tablet--11 aem-GridColumn--offset--tablet--0 aem-GridColumn--default--none aem-GridColumn--tablet--none aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--10 aem-GridColumn--offset--default--0">  <div class="component-heading-bar" aria-label="Technical"> <h2 class="scalable-header scalable-header--large scalable-header--align-center scalable-header--dark-grey" id="technical">Technical</h2> </div> </div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer20"></span> </div> </div> <div class="cmp cmp-text aem-GridColumn--tablet--11 aem-GridColumn--offset--tablet--0 aem-GridColumn--default--none aem-GridColumn--offset--tablet-wide--1 aem-GridColumn--tablet-wide--9 aem-GridColumn--tablet--none aem-GridColumn aem-GridColumn--default--8 aem-GridColumn--tablet-wide--none aem-GridColumn--offset--default--1"> <div data-component-watch='["body-text-block"]' class="component-body-text-block" aria-label="text-block"> <p style="text-align: center;"><span style="font-weight: normal;"><strong><a href="https://www.bt.com/about/sinet" target="_blank">Download the BT Suppliers Information Note (SIN 359)</a> </strong>for the full service description of Relay UK.</span></p> </div></div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer20"></span> </div> </div> <div class="single-keyline parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11"> <div data-component-watch='["single-keyline"]' class="component-single-keyline"> <span class="component-single-keyline__line component-single-keyline__grey component-single-keyline__false"> </span> </div></div> </div> </div> </div> <div class="section-container aem-GridColumn--tablet--12 aem-GridColumn--offset--tablet--0 aem-GridColumn--default--none aem-GridColumn--offset--tablet-wide--1 aem-GridColumn--tablet--none aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11 aem-GridColumn--tablet-wide--none aem-GridColumn--offset--default--1"><div data-component-watch='["section-container"]' id="performance" class="component-section-container component-section-container__default-left-padding component-section-container__default-right-padding component-section-container__default-top-padding component-section-container__default-bottom-padding component-section-container__white "> <div class="aem-Grid aem-Grid--10 aem-Grid--tablet--12 aem-Grid--default--10 aem-Grid--tablet-wide--11 component-section-container__inner"> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer40"></span> </div> </div> <div class="cmp cmp-text aem-GridColumn--tablet--11 aem-GridColumn--offset--tablet--0 aem-GridColumn--default--none aem-GridColumn--tablet--none aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--10 aem-GridColumn--offset--default--0">  <div class="component-heading-bar" aria-label="Performance"> <h2 class="scalable-header scalable-header--large scalable-header--align-center scalable-header--dark-grey" id="performance">Performance</h2> </div> </div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer40"></span> </div> </div> <div class="cmp cmp-text aem-GridColumn--tablet--12 aem-GridColumn--offset--tablet--0 aem-GridColumn--tablet--none aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11"> <div class="component-hero-block-sidebyside-container align-img-right bg-bt-light-grey full-width-breakout " data-component-watch='["hero-block-sidebyside"]'> <picture data-opacity-style="100" class="image-wrapper hero-block-sidebyside-image-wrapper lazy-load-image " data-iesrc="/content/dam/bt-wav-relayuk/assets/images/hero-blocks/hero-side-quality-of-service-full.jpg.transform/hero-block-sidebyside-images-desktop/img.png" data-alt> <source media="(max-width:767px)" srcset="/content/dam/bt-wav-relayuk/assets/images/hero-blocks/hero-side-quality-of-service-full.jpg.transform/hero-block-sidebyside-images-mobile/img.png"/> <source media="(min-width:768px)" srcset="/content/dam/bt-wav-relayuk/assets/images/hero-blocks/hero-side-quality-of-service-full.jpg.transform/hero-block-sidebyside-images-desktop/img.png"/>  </picture> <div class="bodytext"> <div class="header-container"> <h3 class="scalable-header scalable-header--medium scalable-header--align-left scalable-header--dark-grey" id="quality-of-service">Quality of service</h3> </div> <div class="text-container"><p>People who use the relay service should be able to rely on a number of things:<br /> </p> <p> • Their call will be answered quickly.<br /> • The relay assistant will facilitate the call in a professional way.<br /> • Confidentiality will be respected.<br /> • Emergency calls will be prioritised.<br /> </p> <p>Ofcom have set quality-of-service measures and Key Performance Indicators (KPIs) to make sure that deaf and speech-impaired people receive a consistently good service. BT reports quarterly on compliance to these standards.</p> </div> </div> </div></div> <div class="cmp cmp-text aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11"> <div class="component-hero-block-sidebyside-container align-img-left bg-bt-light-grey full-width-breakout " data-component-watch='["hero-block-sidebyside"]'> <picture data-opacity-style="100" class="image-wrapper hero-block-sidebyside-image-wrapper lazy-load-image " data-iesrc="/content/dam/bt-wav-relayuk/assets/images/hero-blocks/hero-side-service-performance-full.jpg.transform/hero-block-sidebyside-images-desktop/img.png" data-alt> <source media="(max-width:767px)" srcset="/content/dam/bt-wav-relayuk/assets/images/hero-blocks/hero-side-service-performance-full.jpg.transform/hero-block-sidebyside-images-mobile/img.png"/> <source media="(min-width:768px)" srcset="/content/dam/bt-wav-relayuk/assets/images/hero-blocks/hero-side-service-performance-full.jpg.transform/hero-block-sidebyside-images-desktop/img.png"/>  </picture> <div class="bodytext"> <div class="header-container"> <h3 class="scalable-header scalable-header--medium scalable-header--align-left scalable-header--dark-grey" id="measures-service-performance">Measures: service performance</h3> </div> <div class="text-container"><p>All measures are averaged over a calendar month and include:</p> <p> </p> <p> • 90% of standard relay calls answered within 15 seconds (PCA15)<br /> • 95% of emergency relay calls answered within 5 seconds (PCA5)<br /> • less than 3% of standard relay calls abandoned<br /> • less than 2% of emergency calls abandoned</p> <p> </p> <p>We publish data after the end of each quarter.</p> </div> </div> </div></div> <div class="cmp cmp-text aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11"> <div class="component-hero-block-sidebyside-container align-img-right bg-bt-light-grey full-width-breakout " data-component-watch='["hero-block-sidebyside"]'> <picture data-opacity-style="100" class="image-wrapper hero-block-sidebyside-image-wrapper lazy-load-image " data-iesrc="/content/dam/bt-wav-relayuk/assets/images/hero-blocks/hero-side-supplier-management-full.jpg.transform/hero-block-sidebyside-images-desktop/img.png" data-alt> <source media="(max-width:767px)" srcset="/content/dam/bt-wav-relayuk/assets/images/hero-blocks/hero-side-supplier-management-full.jpg.transform/hero-block-sidebyside-images-mobile/img.png"/> <source media="(min-width:768px)" srcset="/content/dam/bt-wav-relayuk/assets/images/hero-blocks/hero-side-supplier-management-full.jpg.transform/hero-block-sidebyside-images-desktop/img.png"/>  </picture> <div class="bodytext"> <div class="header-container"> <h3 class="scalable-header scalable-header--medium scalable-header--align-left scalable-header--dark-grey" id="measures-supplier-management-performance">Measures: supplier management performance</h3> </div> <div class="text-container"><p>Measures are averaged over a calendar month:</p> <p> </p> <p> • more than 94% of calls correctly handled (relay assistants are monitored at least quarterly for speed of transcription, accuracy, and process conformance).<br /> • more than 40 words per minute (wpm) in conversation voice-to-text transcription speed (when the Relay UK user is able to receive 40wpm or faster).<br /> • more than 98% voice-to-text transcription accuracy.<br /> • less than 1 complaint per 1000 calls.</p> <p> </p> </div> </div> </div></div> </div> </div> </div> <div class="section-container aem-GridColumn--tablet--12 aem-GridColumn--offset--tablet--0 aem-GridColumn--default--none aem-GridColumn--offset--tablet-wide--1 aem-GridColumn--tablet--none aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11 aem-GridColumn--tablet-wide--none aem-GridColumn--offset--default--1"><div data-component-watch='["section-container"]' id="reports" class="component-section-container component-section-container__default-left-padding component-section-container__default-right-padding component-section-container__default-top-padding component-section-container__default-bottom-padding component-section-container__white "> <div class="aem-Grid aem-Grid--10 aem-Grid--tablet--12 aem-Grid--default--10 aem-Grid--tablet-wide--11 aem-Grid--phone-wide--10 component-section-container__inner"> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer60"></span> </div> </div> <div class="cmp cmp-text aem-GridColumn--tablet--11 aem-GridColumn--offset--tablet--0 aem-GridColumn--default--none aem-GridColumn--tablet--none aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--10 aem-GridColumn--offset--default--0">  <div class="component-heading-bar" aria-label="Relay UK Reports"> <h2 class="scalable-header scalable-header--large scalable-header--align-center scalable-header--dark-grey" id="relay-uk-reports">Relay UK Reports</h2> </div> </div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer20"></span> </div> </div> <div class="cmp cmp-text aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-heading-bar" aria-label="Annual Report"> <h3 class="scalable-header scalable-header--medium scalable-header--align-center scalable-header--dark-grey" id="annual-report">Annual Report</h3> </div> </div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer20"></span> </div> </div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer20"></span> </div> </div> <div class="asset-download-hero parbase aem-GridColumn--tablet-wide--5 aem-GridColumn--default--none aem-GridColumn--tablet--5 aem-GridColumn aem-GridColumn--default--5 aem-GridColumn--offset--default--0">  <div class="component-asset-download-hero" data-component-watch='["asset-download-hero"]'> <div class="component-asset-download-hero__image col-mb-12 col-dt-4 col-dt-push-6"> </div> <div class="component-asset-download-hero__configuration col-mb-12 col-dt-4 col-dt-offset-2"> <ul class="component-asset-download-hero__configuration-list"> <li class="component-asset-download-hero__configuration-list-item" style="list-style-type:none!important;"> <a class="component-asset-download-hero__configuration-anchor" href="/assets/documents/reports/relay-uk-annual-report-2023-24.pdf" target="_blank" aria-label="assetsDownload link"> <span class="component-asset-download-hero__configuration-anchor-icon icon-download"></span> <span class="component-asset-download-hero__configuration-anchor-span">Relay UK Annual Report 2023-24</span> </a> <p class="component-asset-download-hero__configuration-paragraph">Download the 2023-24 annual public report for the Relay UK service.</p> <div class="component-asset-download-hero__configuration-date" asset-download-date="29/11/2024" asset-download-hide-new="false" asset-download-hide-date="false"> <span class="component-asset-download-hero__configuration-date-text">29/11/2024 </span> <span class="component-asset-download-hero__configuration-date-spacer"> - </span> <span class="component-asset-download-hero__configuration-date-newLabel">New </span> <span class="component-asset-download-hero__configuration-date-file-type">pdf - 347 KB</span> </div> </li> </ul> </div> </div> </div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer40"></span> </div> </div> <div class="single-keyline parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11"> <div data-component-watch='["single-keyline"]' class="component-single-keyline"> <span class="component-single-keyline__line component-single-keyline__grey component-single-keyline__false"> </span> </div></div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer60"></span> </div> </div> <div class="cmp cmp-text aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-heading-bar" aria-label="Quarterly Reports"> <h3 class="scalable-header scalable-header--medium scalable-header--align-center scalable-header--dark-grey" id="quarterly-reports">Quarterly Reports</h3> </div> </div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer10"></span> </div> </div> <div class="cmp cmp-text aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11"> <div data-component-watch='["body-text-block"]' class="component-body-text-block" aria-label="text-block"> <p style="text-align: center;">Download the 3-monthly public reports for the Relay UK service.<br /> </p> </div></div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer20"></span> </div> </div> <div class="asset-download-list parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11"> <div class="component-asset-download-list" data-component-watch='["asset-download-list"]'> <ul class="component-asset-download-list__assets-list"> <li class="component-asset-download-list__assets-list-item" style="list-style-type: none !important;"> <div class="component-asset-download-list__asset"> <a class="component-asset-download-list__asset-link" href="/assets/documents/reports/q3-24-25-relay-uk-kpi-metrics.pdf" target="_blank"> <span class="component-asset-download-list__asset-link-icon extra-icon extra-icon--bottom" aria-hidden="true"></span><span class="component-asset-download-list__asset-link-text">Quarterly Report for October to December 2024</span> </a> <span class="component-asset-download-list__asset-details" data-asset-created-date="05/03/2025"> <span class="component-asset-download-list__asset-details-fileSize">(pdf - 212 KB)</span> <span class="component-asset-download-list__asset-details-spacer component-asset-download-list__asset-details-spacer--1"> - </span> <span class="component-asset-download-list__asset-details-date">05/03/2025</span> <span class="component-asset-download-list__asset-details-spacer component-asset-download-list__asset-details-spacer--2"> - </span> <span class="component-asset-download-list__asset-details-new">New</span> </span> </div> </li> <li class="component-asset-download-list__assets-list-item" style="list-style-type: none !important;"> <div class="component-asset-download-list__asset"> <a class="component-asset-download-list__asset-link" href="/assets/documents/reports/q2-24-25-relay-uk-kpi-metrics.pdf" target="_blank"> <span class="component-asset-download-list__asset-link-icon extra-icon extra-icon--bottom" aria-hidden="true"></span><span class="component-asset-download-list__asset-link-text">Quarterly Report for July to September 2024</span> </a> <span class="component-asset-download-list__asset-details" data-asset-created-date="29/11/2024"> <span class="component-asset-download-list__asset-details-fileSize">(pdf - 207 KB)</span> <span class="component-asset-download-list__asset-details-spacer component-asset-download-list__asset-details-spacer--1"> - </span> <span class="component-asset-download-list__asset-details-date">29/11/2024</span> <span class="component-asset-download-list__asset-details-spacer component-asset-download-list__asset-details-spacer--2"> - </span> <span class="component-asset-download-list__asset-details-new">New</span> </span> </div> </li> <li class="component-asset-download-list__assets-list-item" style="list-style-type: none !important;"> <div class="component-asset-download-list__asset"> <a class="component-asset-download-list__asset-link" href="/assets/documents/reports/q1-24-25-relay-uk-kpi-metrics.pdf" target="_blank"> <span class="component-asset-download-list__asset-link-icon extra-icon extra-icon--bottom" aria-hidden="true"></span><span class="component-asset-download-list__asset-link-text">Quarterly Report for April to June 2024</span> </a> <span class="component-asset-download-list__asset-details" data-asset-created-date="29/07/2024"> <span class="component-asset-download-list__asset-details-fileSize">(pdf - 207 KB)</span> <span class="component-asset-download-list__asset-details-spacer component-asset-download-list__asset-details-spacer--1"> - </span> <span class="component-asset-download-list__asset-details-date">29/07/2024</span> <span class="component-asset-download-list__asset-details-spacer component-asset-download-list__asset-details-spacer--2"> - </span> <span class="component-asset-download-list__asset-details-new">New</span> </span> </div> </li> <li class="component-asset-download-list__assets-list-item" style="list-style-type: none !important;"> <div class="component-asset-download-list__asset"> <a class="component-asset-download-list__asset-link" href="/assets/documents/reports/q4-23-24-relay-uk-kpi-metrics.pdf" target="_blank"> <span class="component-asset-download-list__asset-link-icon extra-icon extra-icon--bottom" aria-hidden="true"></span><span class="component-asset-download-list__asset-link-text">Quarterly Report for January to March 2024</span> </a> <span class="component-asset-download-list__asset-details" data-asset-created-date="15/05/2024"> <span class="component-asset-download-list__asset-details-fileSize">(pdf - 205 KB)</span> <span class="component-asset-download-list__asset-details-spacer component-asset-download-list__asset-details-spacer--1"> - </span> <span class="component-asset-download-list__asset-details-date">15/05/2024</span> <span class="component-asset-download-list__asset-details-spacer component-asset-download-list__asset-details-spacer--2"> - </span> <span class="component-asset-download-list__asset-details-new">New</span> </span> </div> </li> </ul> </div> </div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  </div> <div class="single-keyline parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11"> <div data-component-watch='["single-keyline"]' class="component-single-keyline"> <span class="component-single-keyline__line component-single-keyline__grey component-single-keyline__false"> </span> </div></div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer60"></span> </div> </div> <div class="cmp cmp-text aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-heading-bar" aria-label="Customer satisfaction survey 2024"> <h3 class="scalable-header scalable-header--medium scalable-header--align-center scalable-header--dark-grey" id="customer-satisfaction-survey-2024">Customer satisfaction survey 2024</h3> </div> </div> <div class="spacer parbase aem-GridColumn--tablet--12 aem-GridColumn aem-GridColumn--default--10 aem-GridColumn--tablet-wide--11">  <div class="component-spacer"> <span class="component-spacer--spacer40"></span> </div> </div> <div class="asset-download-hero parbase aem-GridColumn--tablet-wide--5 aem-GridColumn--phone-wide--none aem-GridColumn--default--none aem-GridColumn--tablet--5 aem-GridColumn--offset--phone-wide--0 aem-GridColumn aem-GridColumn--default--5 aem-GridColumn--offset--default--0 aem-GridColumn--phone-wide--5">  <div class="component-asset-download-hero" data-component-watch='["asset-download-hero"]'> <div class="component-asset-download-hero__image 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