Improving our repairs service using real-time feedback surveys
As part of our commitment to provide a consistently good, local service, we’re expanding our new real-time feedback surveys to 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 a repair.
Our Head of Reactive Maintenance and Estates Services, Neil Sargent said:
“This feedback will be crucial in helping us to continuously improve our repairs service. Our residents have told us that they want more opportunity to feedback on our services and to influence future changes – so hopefully this does that. We know there is more we need to do to improve our repairs and it’s only through listening to our residents and understanding real-time data that we can provide a consistently good service to be proud of.”
From today, residents who have recently had a repair, can start to expect to receive a text message or email from us asking about their experience.
Our repairs survey is the second real-time feedback option we’ve rolled out. In October, we launched a customer service survey to understand how our residents feel when they speak with our contact centre. So far, 163 residents have fed back and are helping us to improve what we do.