Surveys give us a better understanding of how the services we provide are performing for our customers.
Your voice counts – Spotlight Autumn/Winter 2019 survey
At the end of last year, we asked for your views on how well informed you are and whether you feel your voice is heard.
What were the results?
We were pleased to hear that most of our customers feel listened to, with only two in 10 people feeling we could be doing more. These customers believed that we could improve:
How do you want to give us your views?
69% of customers say they prefer to share their views with us through digital channels. Moving forwards, we’re looking to introduce more email based surveys to make it easier for you to have your say.
What do you want to see more of moving forward?
Over half of our customers want to see performance updates more than once a year. Moving forwards, we’ll be looking to put these in Spotlight to provide more regular updates.
Our customer experience team handled over 199,000 enquiries between April 2019 and March 2020. This included:
This helped us to achieve a customer satisfaction score of 86%.
Institute of Customer Service
In the summer of 2019, we became members of the Institute of Customer Service (ICS) for the first time. Our membership means that we have access to expert information and advice, which helps us to identify ways that we can improve services for our customers.
To give us a starting point, the ICS carried out a customer survey on our behalf. The survey covered everything from overall satisfaction with our services, what you think of us as an organisation, how well we manage complaints and the helpfulness of our staff.
The key findings of the survey highlighted that improvement was needed for our leaseholders and shared owners, as well as on our complaints handling. Information on what we have done as a result can be found here.