mySurvey topics for 2021
Over Christmas 2020 and January 2021, we’re delighted that 199 of you took part in our end of year review survey. In this survey, we asked you what you’d like to tell us more about in 2021.
Here are the top topics you voted for:
- 64% of participants voted for 'Responsibilities: GreenSquare and You'
- 52% of participants voted for 'Service Improvement: what we do with your feedback'
So, thanks to your votes, this month’s (March 2021) survey theme is ‘Responsibilities: GreenSquare and You’. The questions in this survey are focused on how much you know about what GreenSquare is responsible for, and what, as a customer, you’re responsible for in your home. Click here to complete the survey: www.surveymonkey.co.uk/r/59C3W8W
Look out for our next survey on ‘what we do with your feedback’ in April, and for more of the topics you voted for in our surveys throughout 2021!
"If you give us clear information on the services you provide, then a dedicated space for feedback would provide the balance"
Ms Potts, GreenSquare customer for 14 years, based in Wiltshire
In February, we asked you to tell us about your most recent experience with contacting us. This is to check our progress in our target to achieve accreditation by the Institute of Customer Service (ICS). The ICS is an independent organisation that reviews customer service throughout the UK, working with companies like John Lewis and Tesco. We are working towards our professional ICS accreditation, which will mean a better experience for our customers. Look out for the results in next month’s (April 2021) newsletter.
You can find a breakdown of the feedback we received on our survey results page.
Did you know...
If you fill in a mySurvey survey, you are entered into a £250 prize draw for that month AND an annual prize draw with a £500 pot!
Contact centre customer satisfaction survey
If you call us, and we have your email address and permission, we will send you an email survey so you can tell us what you thought about your call.
We started running a daily contact centre feedback survey in September 2020. It runs every day to give us a picture of customer satisfaction, and we call customers back if they have a bad experience.
This survey is a key part of our contact centre transformation project. We have been investing in improving the contact centre for all our customers, so when you call in, you have a Simply Brilliant call! Our target is to resolve 90% of customer queries on the first call (or email), so only 1 in 10 contacts need to be passed to another department.
In January, 296 customers told us about our contact centre’s customer service. Overall, you gave us a satisfaction score of 4.54 out of 5. We are really pleased with this because the score has improved from 4.34 in September 2020.
One of our top priorities is staff friendliness, and we scored 4.75 out of 5 in January, up from 4.55 in September 2020.
To let us know about your experience with the contact centre, do look out for an email from us after your next call. If you have a new email address, or other changes to your contact information, please let us know by emailing us at info@greensquaregroup.com.
Get involved with our Customer Panel!
Our Customer Panel is a group of 12 GreenSquare customers, who meet monthly to discuss topics relevant to GreenSquare customers.
We recently filled all vacancies in the Customer Panel after receiving applications from across Gloucester, Wiltshire and Oxfordshire.
January meeting highlights
- Introductions of each of our new Panel members for 2021.
- The Panel gave feedback on the new GreenSquare ‘emergency plus’ policy. The policy covers which services we are continuing to provide throughout the current lockdown, such as the emergency repairs we will come out for. The Panel disputed some areas of the policy, and their feedback was shared with the relevant teams and with Board members. You can find the policy here along with our other coronavirus updates.
February meeting highlights
- The Repairs Working Group shared the highlights from their meeting with Michelle Newman and Ken Neale, who had prepared a presentation to answer their questions.
- Ruth Cooke, GreenSquare CEO, and Robin Bailey, Board Chair, attended the Panel meeting to offer their support and invite the Panel to meet the whole Board.
If you would like to get in touch with the Customer Panel, you can contact customer.panel@greensquaregroup.com or julie.bielby@greensquaregroup.com.