Voluntas Housing Improving Customer Service And Satisfaction

transcript

Improving Customer Service and Satisfaction using Real Time Independent Feedback

Background

“All truths are easy to understand once they are discovered; the point is to discover them”Galileo

SpecificityGetting

actionable information

Ask the right questions

Message 1

Make sure you know how you will

use the answers before you ask the questions

Message 2

Look for the ‘why’

as well as the ‘what’

Moving from ‘what’ to ‘why’…

• What profile data do you hold about your tenants?

• Are you using it to get actionable feedback?

Message 3

Use customer profiling data to highlight

pockets of dissatisfaction

Message 4

Use your own data to add layers of intelligence…to

get actionable information

Message 5

Make sure your customers

think the job

is finished

Message 6

Measure satisfaction as close to the event as

possible

Message 7

Use free text comments

Analyse them together to see trends and themes

Thank you

Business