+ All Categories
Home > Business > Voluntas Housing Improving Customer Service And Satisfaction

Voluntas Housing Improving Customer Service And Satisfaction

Date post: 18-Nov-2014
Category:
Upload: dylan-chipp
View: 607 times
Download: 1 times
Share this document with a friend
Description:
Improving Customer Service and Satisfaction using Real Time Independent Feedback
13
Improving Customer Service and Satisfaction using Real Time Independent Feedback © Voluntas MRS Ltd
Transcript
Page 1: Voluntas Housing   Improving Customer Service And Satisfaction

Improving Customer Service and Satisfaction using Real Time Independent Feedback

© Voluntas MRS Ltd

Page 2: Voluntas Housing   Improving Customer Service And Satisfaction

Background

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

© Voluntas MRS Ltd

Page 3: Voluntas Housing   Improving Customer Service And Satisfaction

SpecificityGetting

actionable information

© Voluntas MRS Ltd

Page 4: Voluntas Housing   Improving Customer Service And Satisfaction

© Voluntas MRS Ltd

Ask the right questions

Page 5: Voluntas Housing   Improving Customer Service And Satisfaction

© Voluntas MRS Ltd

Message 1

Make sure you know how you will

use the answers before you ask the questions

Page 6: Voluntas Housing   Improving Customer Service And Satisfaction

Message 2

Look for the ‘why’

as well as the ‘what’

© Voluntas MRS Ltd

Page 7: Voluntas Housing   Improving Customer Service And Satisfaction

Moving from ‘what’ to ‘why’…

• What profile data do you hold about your tenants?

• Are you using it to get actionable feedback?

© Voluntas MRS Ltd

Page 8: Voluntas Housing   Improving Customer Service And Satisfaction

© Voluntas MRS Ltd

Message 3

Use customer profiling data to highlight

pockets of dissatisfaction

Page 9: Voluntas Housing   Improving Customer Service And Satisfaction

© Voluntas MRS Ltd

Message 4

Use your own data to add layers of intelligence…to

get actionable information

Page 10: Voluntas Housing   Improving Customer Service And Satisfaction

© Voluntas MRS Ltd

Message 5

Make sure your customers

think the job

is finished

Page 11: Voluntas Housing   Improving Customer Service And Satisfaction

© Voluntas MRS Ltd

Message 6

Measure satisfaction as close to the event as

possible

Page 12: Voluntas Housing   Improving Customer Service And Satisfaction

© Voluntas MRS Ltd

Message 7

Use free text comments

Analyse them together to see trends and themes

Page 13: Voluntas Housing   Improving Customer Service And Satisfaction

© Voluntas MRS Ltd

Thank you


Recommended