Voluntas Housing Improving Customer Service And Satisfaction

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Improving Customer Service and Satisfaction using Real Time Independent Feedback

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Voluntas Housing Improving Customer Service And Satisfaction

  1. 1. Improving Customer Service and Satisfaction using Real Time Independent Feedback<br />© Voluntas MRS Ltd<br />
  2. 2. Background<br />“All truths are easy to understand once they are discovered; the point is to discover them”<br />Galileo<br />© Voluntas MRS Ltd<br />
  3. 3. Specificity<br />Getting <br />actionable<br />information<br />© Voluntas MRS Ltd<br />
  4. 4. © Voluntas MRS Ltd<br />Ask the right questions<br />
  5. 5. © Voluntas MRS Ltd<br />Message 1<br />Make sure you <br />know how you will<br />use the answers before<br /> you ask the questions<br />
  6. 6. Message 2<br />Look for the <br />‘why’ <br />as well as the <br />‘what’<br />© Voluntas MRS Ltd<br />
  7. 7. Moving from ‘what’ to ‘why’…<br />What profile data do you hold about your tenants?<br />Are you using it to get actionable feedback?<br />© Voluntas MRS Ltd<br />
  8. 8. © Voluntas MRS Ltd<br />Message 3<br />Use customer profiling data to highlight pockets of dissatisfaction<br />
  9. 9. © Voluntas MRS Ltd<br />Message 4<br /> Use your own data to add layers of intelligence…to get actionable information<br />
  10. 10. © Voluntas MRS Ltd<br />Message 5<br />Make sure your customers <br />think <br />the job <br />is finished<br />
  11. 11. © Voluntas MRS Ltd<br />Message 6<br />Measure satisfaction as close to the event as possible<br />
  12. 12. © Voluntas MRS Ltd<br />Message 7<br />Use free text comments<br />Analyse them together to see trends and themes<br />
  13. 13. © Voluntas MRS Ltd<br />Thank you<br />

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