Institute of Customer Service pulse survey
In February, 191 customers took part in our Institute of Customer Service (ICS) pulse survey. The ICS review customer service throughout the UK and work with companies like John Lewis and NatWest.
Here at GreenSquareAccord, we are working towards the ICS ServiceMark accreditation. This is a five-year programme designed to improve customer satisfaction, and customer feedback is a key part of the accreditation. Look out for the full ICS survey going live in July – it's a great opportunity to let us know your views on our customer service, and your feedback will help shape our services.
ICS Pulse Survey Results - February 2021
- 77.4% of customers are satisfied with the helpfulness of our staff
- 68% of customers are satisfied with us overall mySurvey – sustainability and what we do with your feedback
In our December mySurvey, you voted for the survey topics you would like to be asked about in 2021. 'Service Improvement - what we do with your feedback', was voted on by 52.26% of participants.
We have teamed up with our Charityworks graduates to create this month's survey on sustainability and what we do with your feedback.
Our graduates would really appreciate your views. We look forward to reading through your responses and will share highlights in May.
Charityworks is a graduate programme we participate in where graduates work with us for a year (hopefully longer) to learn about GreenSquareAccord and what we do. As part of the programme, the graduates complete an academic research project related to the business.
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 ask for feedback daily to give us a picture of customer satisfaction, and we call customers back if they have a bad experience.
In February, 262 customers gave feedback on our contact centre’s customer service.
Overall, you gave us a satisfaction score of 4.34/5.
One of our top priorities is keeping track of whether the customer services officer you spoke to was able to resolve your issue immediately.
In February, 43% of calls were passed on to another department, down from 48% in September 2020. This means more of your calls are being managed by the contact centre, and your issues are being resolved faster as a result of our improved training programme.
To let us know about your experience with the contact centre, look out for an email after your next call. If you have a new email address, please let us know by emailing us at firstname.lastname@example.org.
Customer Panel update
The Customer Panel work in partnership with GreenSquareAccord to challenge, scrutinise, and design how we deliver our services. The Panel ensures that we listen to what our customers are saying and helps us shape improvements to our landlord service. March Customer Panel meeting highlights
- Phyllis Starkey from the Homes and Communities Committee for GreenSquareAccord delivered a merger update and Q&A session on behalf of the Board.
- The Communication and Inclusion Working Group has been working with the contact centre to review how we train our staff to help our most vulnerable customers.