Voluntas Housing   Improving Customer Service And Satisfaction
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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