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We’ve had over 100,000 responses on our Customer Experience Platform!

Our Customer Experience Platform has been in place for two years now and we have recently received over 100,000 customer responses.

The platform allows us to send surveys to customers via SMS, email, or phone message and it gives them the opportunity to feedback on their experiences of repairs, customer service, lettings and much more.

We have produced an infographic which summarises the 100,000 customer interactions we have had since the platform launched.

Our infographic includes:

  • Our customer satisfaction score breakdown
  • Our average customer satisfaction score
  • Our average comment sentiment score
  • Our response rate and much more!

Our Director of Assurance and Business Services Katie Moore said: “This infographic really highlights the great work we are all doing to improve the standard of our services and our customer offer.

“The Business Intelligence Team manage our Customer Service Platform. Whenever I take a look at our latest scores, I always feel proud of everyone across our organisation for contributing to these impressive results.

“We know that our work to improve the experience of our customers is never done, but this is a mark of real progress.”

Our Insight Analyst Stephen Bethell added: “I’m really proud of the results we’ve achieved over the last two years. The information we get from our Customer Experience Platform is invaluable. The fact we have received over 63,000 comments from our customers on our services and have managed to highlight issues over 9,000 times because of this platform is fantastic.

“We are committed to constantly improving our offer to our customers and our Customer Experience Platform is vital in helping us achieve this.”

View our Customer Experience Platform 100,000 responses infographic here.

For media enquiries contact our Communications Team.

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