Daily customer satisfaction survey
Our Chippenham contact centre started the daily customer satisfaction survey for customers in September 2020, and we are pleased this service is now available to everyone who contacts our Darlaston centre too!
Next time you call GreenSquareAccord at either contact centre, you can expect our team to mention our survey and email you a link to fill it out! It is a central part of our plan to improve the way we deliver, and how you can access, services from us.
In August, 313 customers told us what they thought about our customer service across both contact centres. Overall, you gave us a satisfaction score of 86.2% for the month, which is slightly lower than our score of 86.4% last month.
We call back customers who have given a lower rating for their experience and use your feedback to help us learn how to improve.
We are looking forward to seeing these learnings reflected in improving scores in the future. To be honest, we do anticipate the score to get worse before it gets better, as our planned activities take time to put into place, but we are working hard to minimise disruption to you all.
Our aim is to resolve 80% of customer queries on the first call or email, meaning 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 of the contact centre, look out for an email from us after your next call in. If you have a new email address or have not given us your email address before, please do by emailing us at email@example.com.
Institute of Customer Service survey results
On 5 July, we launched our first Institute of Customer Service (ICS) survey as GreenSquareAccord by email. 1,110 of you responded! Thank you for providing your feedback!
The survey is an important opportunity for you to tell us how you think we’re doing at delivering customer service.
When asked, ‘How satisfied or dissatisfied are you with GreenSquareAccord overall?’ you gave us a satisfaction score of 57.9%.
The word cloud below is made up of the words our most satisfied customers think of GreenSquareAccord. This is how we want you all to feel when you get in touch with us!
This word cloud contains the words used by our least satisfied customers when they think of GreenSquareAccord.
This is the experience we are working to change in the hope you won't think of these words again when you think of us.
Being a member of the Institute and acting based on the results of the survey is one of our key initiatives to measure how we are putting customers first. We will continue to track the effect our changes have on customer satisfaction through the annual ICS survey, as well as our other surveys.
Customer baseline survey
Our customer baseline survey gives you, our customers, a voice. The baseline is our measure of customer satisfaction as a new organisation, and we are using it to hear what you are saying about your experiences with us. Our survey is open to all GreenSquareAccord customers, including leaseholders and public open space customers, as well as our tenants. It helps us collect information to demonstrate how we are making sure service levels improve over time.
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 are about five areas:
- Health and safety
These are our focuses for providing good customer service.
Speed is about how long you wait before hearing from us. Two of the questions on the customer baseline help us monitor whether you think we are getting back to you in a reasonable timeframe.
- You rated us 54% for ‘GreenSquareAccord respond to me quickly’
- You gave us 64% for ‘GreenSquareAccord keep me informed about changes that affect me’
These scores are lower than we’d like, and we have a lot of work to do to improve our communication with you and make our response times quicker. We expect these scores to increase over time, as we respond to more enquiries at the first point of contact. We have confidence that over the next year you will see a significant change in us, and in turn, you will give us higher scores!