Customer Annual Review 2016
14
15
Looking
ahead
We need your feedback
to truly understand what
is important and what
gives value.
Your voice
In 2015 we started to introduce ways to give more customers
the opportunity to give their feedback.
The Tenant Audit Team were the first customer group to
introduce the use of email surveys to engage with a far
larger number of customers.
We would like to hear
what you have to say
about this Customer
Annual Review.
Please click here
to take part in our
survey.
Customer Service
Face-to-face,
phone,
online
The results and figures below speak for themselves.
Review & Improve
With a panel of
customers
In 2014/15 we had 79 involved customers
Traditional (face-to-face) resident involvement activities led by us
In 2015/16 we had 660 involved customers
The audit team used online customer surveys to support traditional activities
Since April 2016 we have had 1470 involved customers
Extended use of online surveys, paper based surveys and focus groups
You need to know that
your feedback has been
understood, and what
you’ve said is valued by
us.
“We have a commitment
to customers who
give us their time
and will use
information they give
us with purpose.
We will not waste
your time by asking
you questions if we
have no intention of
using that feedback.”
Shaun Holdcroft,
Executive Director of
Customer Experience.
We were getting great
responses from surveys,
but they told us little
about what was of value
to you, or gave you the
opportunity to give your
immediate reaction
to a service you had
experienced.
Feedback
Live-time feedback
from customers
To do this we are
introducing live time
feedback. This is
technology which will
ask for your feedback
immediately following
an interaction with us.
This can be following
telephone, email or
face-to-face contact
you have with us.
Get more detail
Focus groups and
in-depth interviews
Parkside View, St Albans