Posted on 10 March 2020
We are delighted to announce that we have won the Customer Feedback Strategy award at this years Institute of Customer Service awards, beating some tough competition including O2, Virgin Money, UK Power Networks and Yorkshire Water.
The award recognises our extensive customer research which is helping us to resolve issues faster, reduce complaints, increase satisfaction and inform our customer strategy. Last year we introduced a repairs SMS service to gain immediate feedback from our customers and launched an online dashboard which gives us feedback from our digital surveys. We use these results to resolve issues quickly, identify trends, understand our customers better and to help improve our services.
Susan Stockwell, Chief Customer Officer said: “Feedback is crucial to improving our services and customer experience. Over the last year we have developed a customer feedback strategy which helps us to understand customers and their needs through a multi-channel approach. I am thrilled that we have been recognised at these prestigious awards especially as we were the only housing association to win.”
The Customer satisfaction awards were organised by the Institute of Customer Service and the winners were announced on Tuesday 3 March, in London.