Insights review Through the summer we engaged with a partner organisation called CX-Feedback, who provide our satisfaction survey software, to do an independent review of all our customer satisfaction data and suggest areas for service improvements. We already run regular service improvement workshops with our colleagues to review complaints data, satisfaction data, compliments and our TSM survey comments to highlight and implement service enhancement actions. CX-Feedback provide resident related services to a few social landlords. We asked them to review all our complaints data, transactional satisfaction surveys, and our TSM surveys, from the last two years. We also asked of them, based on their knowledge of the sector, to share any best practice they have seen elsewhere. The results of this review were positive, and they made some recommendations that we have started to do:
• Improve our communication about our grounds maintenance service • Implementing an operative checklist when visiting a property. It includes many of the tasks our colleagues already undertake, but having a checklist will ensure they do not miss any of them. The list includes: o Introducing themselves to the resident o Asking the resident if they can enter the property o Using protective equipment if the job requires it o S ummarising the works being undertaken, with the resident o Checking with / showing the resident that it is fixed o If the job is not done, letting the resident know about the next steps o C leaning any mess, they may have left o Asking the resident to sign off the job report. This exercise was really useful and helped us to identify some service improvements. It found some areas where we need to work a little harder, but we welcome this feedback. In their conclusion, CX-Feedback said: “The evidence gathered consistently indicates that the association delivers an exceptionally high standard of service to all its residents.”
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