Key insights from our 2026 ‘Voice of the customer’ surveys

Our learner and employer feedback plays a vital role in shaping the dental apprenticeship services we provide. Every survey completion helps us understand what’s working well and where we can improve, ensuring we continue to deliver the best possible apprenticeship experience.

A huge thank you to all of our learners and employers who took part in our latest ‘Voice of the Customer’ surveys. Your feedback gives us valuable insight into your experiences and helps us make informed decisions about how we evolve our programmes and support services.

Our team are busy behind the scenes digesting all of the survey responses which will inform our next ‘You said, we did’ activity. These are key, measurable, impactful changes that our teams put in place, based off latest feedback, to continuously improve the learning experience with us.

The difference your feedback made last year

Last year’s feedback led to several important improvements across our organisation, including:

• Introducing a dedicated Operations Manager for each learner and their employer, minimising the number of different Tempdent team members you will come into contact with.
• Establishing a Workplace Assessor team to carry out in-person workplace assessments, removing this responsibility from our Tutor Assessors and minimising disruption to planned workplace visits. All outstanding workplace observations will be available to book from September 2026, and our team is working with practice managers to arrange suitable times. Observations will be prioritised where required to support timely completion and, as a result, no learner will go beyond their expected end date due to delayed workplace observations.
• Developing clear guides outlining the individual ‘off-the-job’ training requirements for each apprenticeship, eliminating uncertainty around what does and does not count. You can view and download the guides here.

As we continue to analyse the latest responses and develop our next ‘You Said, We Did’ action plan, we’re delighted to share some of the key highlights from this year’s survey results.

Understanding the scores

Before exploring the results, here’s a quick overview of the key measures used throughout this report.

Net Promoter Score (NPS)

Net Promoter Score measures how likely someone is to recommend an organisation, service or programme to others. It is calculated from responses to a single question: “How likely are you to recommend us?”

NPS provides an indication of overall satisfaction, loyalty and advocacy.

Customer Satisfaction Score (CSAT)

Customer Satisfaction Score measures how satisfied an individual is with a specific experience, service or interaction.

Typically based on a rating scale from “Poor” to “Excellent”, CSAT helps us understand how effectively we are meeting expectations at different stages of the learner and employer journey.

Learner feedback highlights

Employer feedback highlights

These results reflect the partnerships we’ve built with our learners, employers and wider stakeholders, and they guide the actions we take to continually enhance our service.

We look forward to sharing our latest ‘You Said, We Did’ commitments in the coming weeks, outlining the specific improvements we will be making based on your feedback.