STRATEGY AIMS AND OBJECTIVES
Customer Insight
We will use data to drive improvements to services. We will improve the way we use the information you give us through surveys about services, TSMs (Tenant Satisfaction Measures), community events and complaints and compliments. This will help us understand what matters to you. We will use this to come and talk to you about how to make things better. How will we do this? ● Quarterly analysis and use of data on a regular basis to identify issues with services. ● Use our Equality and Diversity information to identify customer needs and ensure that the customer voice is representative of our communities. ● Use mystery shopping to test our customer service.
Customer Information
We will be proactive, open and compassionate in our communication with our customers and will keep you informed about the things that will affect you and that interest you. We will provide information that is clear and accessible and tells you what you need to know at the time you need to know it. We will keep you updated and communicate using your preferences. How will we do this? ● Ensure our information about you is up to date and check how you prefer to be contacted. ● Help our colleagues to understand the importance of clear and timely communication that puts the needs of our customers first. ● Regularly involve customers so they can have their say on how we communicate our services.
Customer Voice Strategy | 7
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