Analysing feedback from the customer perception survey
More than 4,000 of our customers recently completed our customer perception survey, giving us valuable insight into what we’re doing well and, perhaps more importantly, where we can improve.
People from across our customer base completed various online and postal surveys as well as taking part in telephone interviews to give their views.
Many of the findings showed that we’re doing a lot of good things, but also highlighted where we can improve the service we provide.
Now, a team of colleagues is working through all the feedback and identifying actions we need to take in order to make these improvements.
Sam Wylie, Head of Customer Services, said: “We’re really pleased with the number of responses we received from customers. This has helped us get a valuable insight from the customers’ point of view as to how we’re performing.
A lot of the feedback is positive, although we’re are aware of some areas in which we need to improve.
“The survey was carried out during the Coronavirus pandemic, which we believe may have had an impact on some of the results.
“We’re pleased to see that the majority of customers are satisfied with the quality of their homes and the safety and security of the properties, although we’re aware that leaseholders are least likely to believe we understand their requirements.
As we expected, the repairs service also remains one of the biggest issues for our customers. We were aware that this would be the case and, as many will know, we’re in the process of procuring a new repairs contractor.
“We’re working with customer representatives as part of that process and we’re confident the new service will better meet our customers’ needs.
“There are also other actions identified as a result of this survey, which we’re already beginning to work on, and we’ll bring you further updates in future editions of Our Voice.”