Questions provided by delegates to 20 Feb 2014 in Leeds for crowd sourcing answers from twitter.
Shared using hashtag:-
#hgd14
#psfbuzz
#digitalinclusion
2. What are organisations doing to train/support staff re;
channel shift e.g. the typical contact centre functions in
a HA are changing as a result – does this require different
training/systems? Similarly, what about the “frontline”
staff such as Housing Officers/Surveyors/Income Mgt – as
social media/web access is instant customer expectations
re: response times in terms of speed/style/format are
changing – how are HAs managing/preparing for this?
3. Could we discuss the issue about “forcing”
channel shift instead of responding to
customers preferences and what attendees
thoughts and experience of doing that were?
4. Is there any value in using NPS as a
customer satisfaction measure ?
Latest thinking is that “ease of use” is a
key customer satisfaction metric –
is this applicable to our sector?
5. Give that is could be argued that we
are not operating in a true
“customer environment” i.e. tenants
cannot take their custom elsewhere,
how does that reflect and influence the
approach to customers?
6. Given that the latest ONS figures on UK
internet usage (75% to 90% usage) and given
the sectors demography, do people think
that incentivising channel shift is a key
factor? Is it clear why providers would
want customers to channel shift, but, given
that people generally act our of self
interest, what's in it for customers?