This week it’s National Customer Service Week – an opportunity to recognise the role that great service plays in building trust, creating positive experiences and supporting people when they need help most. At Mova, those principles are reflected across everything we do, from the services delivered through Restore TV and the Shared Rural Network to our research and stakeholder engagement,
This year’s themes highlight the importance of combining technology with human support, fostering respectful and inclusive interactions, demonstrating leadership at every level and creating a service culture that delivers better outcomes. These themes are reflected in Mova’s recently published ‘Inclusive by Design’ research, developed in partnership with AbilityNet and delivered by Versiti, which found that while technology can make services quicker and more accessible, people still need choice, clear communication and responsive human support when things go wrong. This commitment is reflected in Mova’s BSI Kitemark™ for Inclusive Service accreditation, recognising our commitment to fair, flexible and inclusive service, particularly for people in vulnerable circumstances.
Those same principles are at the heart of Restore TV. The service helps households affected by mobile network upgrades to continue enjoying access to television services, often supporting people who may be unfamiliar with technical issues or who require additional assistance. By listening carefully, communicating clearly and providing practical help, the Restore TV customer service team works to make what can be a frustrating situation as straightforward as possible.
National Customer Service Week also provides a chance to celebrate success. Feedback from our customers continues to demonstrate the value of a customer-focused approach, with 99.4% of Restore TV customers rating the service 8, 9 or 10 out of 10 so far in 2026.
Behind every interaction are people committed to delivering service with respect, empathy and professionalism. National Customer Service Week is a reminder that great customer service is not just about resolving issues. It is about putting people first and ensuring everyone receives the support they need.