Posted on 29 November 2019
Hyde has been shortlisted in the Customer Feedback Strategy category at next year’s Institute of Customer Service awards.
We are shortlisted alongside well-known companies such as O2, Virgin Money, UK Power Networks and Yorkshire Water. Last year the category was won by BT, so we are up against some stiff competition.
“Feedback is crucial to improving our services and the customer experience,” said Hyde’s Interim Head of Strategy and Business Intelligence James Percival.
“Ultimately, we want to resolve customers’ issues faster, reduce complaints and increase satisfaction. In fact, overall satisfaction with Hyde has improved from 77.9% in the month of September 2014 to 84.2% in September 2019, while customer survey costs have been cut substantially over that time.”
Our customer feedback strategy helps us understand customers and their needs through a multi-channel approach – we use digital platforms, SMS and telephone surveys, focus groups and resident engagement – which research has shown is the best way to reach our diverse customer base, James explained.
“We are actively encouraging customer feedback digitally because that allow us to address issues as they arise, so they are resolved much faster, making the entire process far more positive, delivering real value for money.
“For example, we now send a text to customers within 90 minutes of a repair being completed. If the customer tells us they are dissatisfied, they are offered a call back within one working day. This means we can resolve issues in days, with minimal effort on the part of the customer.
“And this year, we launched an online dashboard that allows us to view feedback within two hours of an SMS or telephone survey. We can analyse results, identifying trends and the factors driving performance, to enable us to better-understand our customers and to improve services.”
The winners of the Customer Satisfaction Awards are organised by the Institute of Customer Service and will be announced on 3 March 2020, in London.