‘I think you are perfect’: Herts Careline receives high praise in customer satisfaction survey results

2​2 September 2025

Herts Careline, a leading local provider of affordable assistive technology monitoring services across Hertfordshire, has once again proven its invaluable role in supporting residents’ independence and safety in the home. Their recent 2025 Customer Satisfaction Survey results are exceptional, highlighting the critical lifeline that Herts Careline provides to the community.

Survey highlights include:

• 100% feel more reassured having the Herts Careline service.
• 99% are 'very satisfied' or 'satisfied' with the Herts Careline service.
• 99% would recommend Herts Careline to a friend or relative.
• 99% think their friends/family enjoy peace of mind knowing they have the Herts Careline service.
• 97% receive 'excellent' or 'good' help when speaking to the call operators.
• 97% receive 'excellent' or 'good' advice when speaking to the office’s administration and customer service team.
• 97% found the installation process and appointment 'easy' or 'about right'.
• 96% feel confident using their equipment.
• 91% feel more independent having the Herts Careline service.

Customer feedback included:

• “When I had a fall, everything was dealt with quickly and efficiently and the follow up was really good making sure that I was completely OK. That I was really pleased about – it did make me feel cared for. Thank you. I think you are perfect.”
• “This is an invaluable service. It gives me peace of mind. I had a fall, and it helped me immensely.”
• “I don't think there is any improvement needed – the service I have received is outstanding.”
• “Thank you! We chose you as recommended by a family member who works in the emergency services, who stated that your company is the best as you always know all the information about the patient.”

Cllr Val Bryant, Executive Member for Communities & Partnerships at North Herts Council, said: “These results are a real testament to the outstanding work of the Herts Careline team. It’s wonderful to see so many residents feeling safer, more independent and reassured knowing support is just the touch of a button away. We’re proud to provide a service that not only makes such a difference to people’s lives but also gives peace of mind to their families and loved ones.”

Cllr Sally Symington, Executive Member for Adult Care Services at Hertfordshire County Council, said: “We are thrilled to see the excellent feedback from those who use Herts Careline’s assistive technology to feel safer at home, while giving peace of mind to those who care for them too. Hertfordshire County Council is pleased to commission a service in partnership with North Herts Council that helps residents across the county live more fulfilling and independent lives.”

Herts Careline is part of North Herts Council, having started as a service for North Herts in 1982, and partnering with Hertfordshire County Council in 2014. Today, the service supports over 16,000 residents across the county, with advice and assistance available 24 hours a day, 7 days a week, often taking 1,500 calls a day.

For more information about Herts Careline, visit: www.care-line.co.uk

or call 0300 999 2 999.