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Voluntas Housing   Improving Customer Service And Satisfaction
 

Voluntas Housing Improving Customer Service And Satisfaction

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Improving Customer Service and Satisfaction using Real Time Independent Feedback

Improving Customer Service and Satisfaction using Real Time Independent Feedback

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    Voluntas Housing   Improving Customer Service And Satisfaction Voluntas Housing Improving Customer Service And Satisfaction Presentation Transcript

    • Improving Customer Service and Satisfaction using Real Time Independent Feedback
      © Voluntas MRS Ltd
    • Background
      “All truths are easy to understand once they are discovered; the point is to discover them”
      Galileo
      © Voluntas MRS Ltd
    • Specificity
      Getting
      actionable
      information
      © Voluntas MRS Ltd
    • © Voluntas MRS Ltd
      Ask the right questions
    • © Voluntas MRS Ltd
      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’
      © Voluntas MRS Ltd
    • 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
    • © Voluntas MRS Ltd
      Message 3
      Use customer profiling data to highlight pockets of dissatisfaction
    • © Voluntas MRS Ltd
      Message 4
      Use your own data to add layers of intelligence…to get actionable information
    • © Voluntas MRS Ltd
      Message 5
      Make sure your customers
      think
      the job
      is finished
    • © Voluntas MRS Ltd
      Message 6
      Measure satisfaction as close to the event as possible
    • © Voluntas MRS Ltd
      Message 7
      Use free text comments
      Analyse them together to see trends and themes
    • © Voluntas MRS Ltd
      Thank you