Daily customer satisfaction survey
If you call our contact centre, we will send you an email asking about your experience.
- We had 434 responses to our survey in January 2022.
- You gave us an overall satisfaction score of 3.9 out of 5 in January 2022, which is a slight decrease of 0.2 from our score of 4.1 out of 5 in December 2021.
- In January our lowest score was for the length of time taken to answer the call, at 3.2 out of 5.
These scores are not where we want them to be, and we are working to improve our service levels. The contact centre has had 13 new starters in the last two months. They are all going through a new comprehensive training programme, which when complete, will improve how responsive we are when you contact us and how helpful we can be.
This investment in our team members will have a positive impact on the service in the contact centre in the long term.
Reminder – What is the daily customer satisfaction survey?
When you call our contact centre, if we have an email address for you, you will receive a satisfaction survey to complete after your phone call. The survey only takes a few minutes and is an opportunity to tell us how our customer service team handled your query.
Customer baseline survey
Our customer baseline survey focuses on five areas that are crucial to providing great customer service:
- Speed
- Ease
- Certainty
- Empathy
- Health and Safety
Results highlight: Certainty
Certainty is about keeping our promises to customers. Two of the questions in the customer baseline survey help us monitor whether you think we deliver the services we promise to provide.
From July-September 2021 (Q2):
- You rated us an average of 2.8 out of 5 for ‘I trust what GreenSquareAccord tell me’.
- You rated us an average of 2.7 out of 5 for ‘GreenSquareAccord do what they say they will’.
This is where we received the lowest scores in the customer baseline survey. You have let us know that you don’t always trust what we tell you, and we have not been good at keeping our promises.
We expect these scores to increase as we deliver more timely services, and we have started this with the introduction of a repairs scheduling and appointment system across our business. This helps us better manage our repairs planning. More was shared about the rollout of this system at one of our Customer Panel meetings in January.
Reminder – What is the customer baseline survey?
The customer baseline survey forms part of our Voice of the Customer programme and helps us understand your experiences as a GreenSquareAccord customer.
The survey runs every three months and is open to all customers. It lets us know what is driving customer satisfaction and what areas we need to work on.
We often share results and learnings from the surveys in our monthly Voice of the Customer newsletter and survey highlights web page.
Customer Panel updates
The Customer Panels are an opportunity to work with GreenSquareAccord and share your thoughts on our services. The Panels ensure we listen to your concerns and ideas, so customer experience remains at the forefront of our decision-making.
January Customer Panel meeting highlights (Wiltshire, Gloucestershire and Oxfordshire)
- Phil Bowley, Head of Strategy Asset Management, spoke to the Panel about the new Asset Management Strategy Framework, which outlines our plans for improvements to building safety and data quality. Phil discussed the challenges faced when maintaining the standard and safety of all our properties.
- Ken Neale, Director of Repairs and Maintenance, and Lucy Hawkins, Team Leader in the Planning Team, spoke to the Panel about the repairs scheduling and appointment software used for planning repairs. Ken and Lucy explained the system has been expanded across all of GreenSquareAccord and how the repairs teams will be restructured in future months to improve communication and cohesion between different areas of the department.
- The Repairs Working Group met in January and are discussing the importance of transparency from the repairs team. They would like to share their priorities for a future repairs policy and will meet in early March to discuss the progress made on the policy so far.
- The Panel would like to support customers particularly affected by rising fuel prices and cost of living. They want to provide more information, so customers know where to look for support. GreenSquareAccord will also be updating the customer website in the coming weeks to provide further information on the support services available – you can currently access advice on our website.
If you would like to get in touch with this Customer Panel, either to raise a query or to join, you can contact customer.panel@greensquareaccord.co.uk or julie.bielby@greensquareaccord.co.uk.
January Customer Panel meeting highlights (West Midlands and surrounding areas)
- The Complaints and Communication Panel are looking at a Complaints Summary for all of GreenSquareAccord. They act as a designated person as part of the complaints process when called upon; this role looks to find a resolution for ongoing complaints.
- The Scrutiny Panel are currently working to provide more advice on antisocial behaviour and improve access to information and support services.
- The Scrutiny Panel also have a formal role in influencing performance and service delivery. Their next aim is to look at elements of the repairs service.
- The Engagement team in the West Midlands and surrounding areas are also continuing their work with resident groups. These are an opportunity for residents to work together to ensure the betterment of their neighbourhood and to ensure their voices are heard. Recently the resident groups have been supporting customers with antisocial behaviour cases. Unlike the Customer Panels, the resident groups are self-led, with the support of the Engagement Team where needed.
If you would like to get in touch with the Complaints & Communication Panel or the Scrutiny Panel, or get involved with the resident groups, you can contact info.cd@greensquareaccord.co.uk or Peter.Helly@greensquareaccord.co.uk.
Our monthly newsletters often include highlights from the Customer Panels meetings – also look out on social media for key updates from the Panels!
Good Neighbour Awards – nominations still open!
The nominations for the Good Neighbour Awards are now open until March 2022, and we are keen to hear from you!
Our Good Neighbour Awards recognise residents who go above and beyond to help others in their community. We will announce winners on social media and our website.
How to make a nomination
Nominating someone is easy! Simply complete the online nomination form, or download a nomination form (PDF) and send it to:
Community Engagement Team GreenSquareAccord 178 Birmingham Road West Bromwich West Midlands B70 6QG
Or email the completed form to info.cd@greensquareaccord.co.uk
For more information, please contact our Community Involvement Team on 0300 111 7000 or email getinvolved@greensquareacord.co.uk.