Measuring success
Over the next three years of this strategy, we want to achieve continued improvements, and our results will be published on a quarterly basis on our website and annually in noticeboards across our areas. We will also use our e-newsletter, digital channels and Southway Stories to ensure customers can see how we are doing. By 2028: ● At least 75% of customers will say that we listen to their views and act on them. ● At least 75% of customers will say that we keep them informed about things that matter to them. ● At least 85% of customers will say that we treat them fairly and with respect. ● At least 70% of customers will be satisfied with our approach to handling complaints. ● At least 100 customers will have directly influenced services, polices and decision making. Monitoring and review We’ll produce an annual action plan which will be monitored by tenants alongside achievements and improvements each year. The People and Places Committee will monitor the delivery of this strategy, receiving annual updates on the outcomes of customer experience and engagement, feedback, and services.
Customer Voice Strategy | 11
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