Improving our customer service using real-time feedback surveys
As part of our commitment to provide a consistently good, local service, we’re launching a new real-time feedback survey that will help us to understand what we’re doing well, and where we could do better.
We’ve partnered with industry experts CX feedback to send automatic text and email surveys to our residents following an interaction with our Customer Service team.
“This feedback will be crucial in helping us to continuously improve our service to our residents. Our Customer Service team are the heart of our organisation, so we want to ensure our residents are getting the most out of their time with them. If we score negatively, we’ll reach out to our residents back to find out more about their experience.
It’s only through listening to our residents and understanding real-time data that we can improve what we do and provide a consistently good service to be proud of.” - Jake Giacobelli - Head of Customer Service
From today, residents can start to expect to receive a text message or email from us asking about their experience with our Customer Service team.
Over the next few months, we’ll design and develop more opportunities for residents to feedback on our other core services such as repairs, anti-social behaviour and moving into their new home.