Thank you for taking part in the Institute of Customer Service survey!
On 5 July, we launched our first Institute of Customer Service (ICS) survey as GreenSquareAccord, and 934 of you responded. We’d like to take this opportunity to say thank you for providing your feedback! We are due to see the first results in August, so we should have some highlights to share with you in our September newsletter. The results will give us areas to focus on, and we will be sharing these activities with you in this newsletter.
Contact centre customer satisfaction survey
We are delighted to announce that we have launched our daily customer satisfaction survey at our contact centre in Darlaston. Our Chippenham contact centre started the survey in September 2020, and we are pleased that this service is now available to everyone. It is a central part of our plan to improve the way we deliver our services, and how you access them.
Next time you call GreenSquareAccord at either contact centre, our team will email you a link to the survey so you can provide feedback on your experience.
In July, 340 customers told us what they thought about their experience with our contact centres. Overall, you gave us a satisfaction score of 86.4% for the month, which is slightly lower than our score of 87.2% last month. While we are pleased to be scoring above 80% consistently, we aim to improve month on month. We call customers back if they have a bad experience to help us understand where we can make improvements. We hope to see this reflected in improving scores over the coming months.
Our aim is to resolve 80% of customer queries on the first call or email, so less than 2 in 10 customers need to be passed to another department. This should mean fewer calls from customers chasing their queries, so we can help more people.
To let us know about your experience with the contact centre, look out for an email from us after your next call. If you have a new email address, please let us know by emailing us at info@greensquareaccord.co.uk.
Customer baseline survey
Our customer baseline survey allows us to measure customer satisfaction and gives you the chance to provide feedback on our customer service. The survey aims to ensure that customer satisfaction increases over time. We will continue to ask the same questions over the coming months and years and use the results to track our performance. Our survey is open to all GreenSquareAccord customers, including leaseholders and public open space customers, as well as our tenants.
Our teams will be using the results from our regular customer baseline surveys over the coming years to learn how their work improves your experiences with us.
The survey questions cover five areas:
- speed;
- ease;
- certainty;
- empathy; and
- health and safety.
These are our key drivers for delivering great customer service. Results highlights
Two of the questions in the survey are related to 'certainty', and help us monitor whether you trust what we say, and whether you think we deliver on our promises.
- You rated us 54% for ‘I trust what GreenSquareAccord tell me’
- You rated us 48% for ‘GreenSquareAccord do what they say they will’
These scores are lower than we’d like, and we have a lot of work to do to build your confidence in us. Certainty can take a while to change, as we have to prove ourselves to be consistent, which means you have to contact us several times before you will notice an improvement. Although these scores are unlikely to improve each month, we are confident that you will see a significant change in us over the next year.
Good Neighbour Awards
Our Good Neighbour Awards recognise residents who go out of their way to help others living in our neighbourhoods and communities, as well as those who take pride in where they live.
This year our categories are:
- Good Neighbour
- Community Hero
- Young Person of the Year
- Glorious Garden
Anyone can make a nomination, but the nominee must live in a GreenSquareAccord home.
Simply complete the online nomination form, or download a nomination form (PDF) and send it to:
Community Involvement Team
GreenSquareAccord
Methuen Park
Chippenham
SN14 0GU
Nominations will close in January 2022, and the winners will be announced in February 2022.
Customer Panel updates
Our Customer Panels are groups of GreenSquareAccord customers who meet regularly to discuss topics relevant to customers, and to ensure we consult and involve customers when making changes to services that directly affect them.
July Customer Panel meeting highlights – (Wiltshire, Gloucestershire and Oxfordshire)
- The Panel’s Communications Working Group have been highlighting the experiences of vulnerable customers and working with GreenSquareAccord to improve them. The Panel encouraged the group to continue contributing to GreenSquareAccord’s strategy on this topic.
- Suse Weeks, Customer Insight Manager, shared the results of the customer baseline survey conducted across all GreenSquareAccord customers in March. Suse also consulted the Panel on the survey questions customers receive following a repairs appointment or gas safety check.
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.
July Customer Panel meeting highlights – (West Midlands and surrounding areas)
The Complaints and Communication Panel concluded their latest designated person role. Their role is to help resolve disputes between tenants and GreenSquareAccord. They are now considering the learning points for GreenSquareAccord that emerged during this process.
The Scrutiny Panel held a productive session on their experiences of communication and information about antisocial behaviour. The Panel have been looking at good examples for best practice on communicating information, for example, on the website or noticeboards etc, to better inform residents about what antisocial behaviour is and how it might be addressed.
If you would like to get in touch with this Customer Panel, either to raise a query or to join, you can contact info.cd@greensquareaccord.co.uk or Peter.Helly@greensquareaccord.co.uk.