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Customer Satisfaction
Customer satisfaction with the Group continues to rise and it is important
to us that we not only meet our customers’ expectations but aim
to delight. We shall continue to survey customers, to gather regular
feedback on repairs, new homes, complaints and via questionnaires. The
use of short online surveys will also be introduced in a targeted approach
to add to our customer insight and thus enabling efficient tailoring of
services.
We will also explore alternative ways to get customers engaged, using
social media for example to make involvement more relevant and direct
and to engage a wider audience.
We know that our customers want results when they contact us at any
time of the day and so further development of the customer portal and
customer account will see added functionality enhancing the existing
service which includes paying rent and reporting repairs online. A new
website will provide home searches for new and existing customers and,
for families searching for care services for loved ones, we shall make that
difficult choice easier by clearly explaining what we can offer.
Ensuring that our customers pay their rent on time remains an important
priority particularly with the roll-out of welfare reform and Universal Credit.
We will use innovative methods of marketing and ad hoc campaigns
such as our ‘Rent First’ fortnight to provide a focussed approach and in
ensuring that all contact with our customers is relevant and meaningful.
Delivery:
n Use customer data more effectively to target and drive service
quality that meets needs
n Further development of TMOs within the Group and support to
co-operatives
n Using existing and new profiling information to engage with
customers from different backgrounds
n Launch updated website
n Further enable engagement through co-design of new homes and
care schemes
n Involvement in service development programmes.
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Accord Group