Daily customer satisfaction survey
Our contact centres have a daily customer satisfaction survey for everyone who contacts us. Next time you call GreenSquareAccord, you can expect our team to mention the survey and email you a link to fill it out.
This survey is a central part of our Voice of the Customer plan to improve the way we deliver our services, and the ways in which you access them.
In September, 307 customers told us what they thought about our customer service.
You gave us a satisfaction score of 86.5% for the month, which is very similar to our score of 86.2% last month.
We call back customers who have given us a rating below 3 out of 5, and use your feedback to help us improve. For example, a customer who gave us a low score explained she felt we had been abrupt and short with her.
This led to training with the team on tone and pace, and a session listening to calls with our Quality and Training Manager. We are looking forward to seeing this training result in improved service.
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.
Learnings from the Institute of Customer Service survey
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. Your comments, along with all other forms of feedback you’ve provided, have been influencing the decisions we make as a new organisation.
Here's some of the feedback we received from the GreenSquare ICS customer survey carried out last year, and what we are doing to improve our customers' overall experience as a result.
"Our complaints were unsatisfactorily dealt with and required a lot of effort to even persuade them of a problem in the first place."
We have considered what the journey looks like for customers who tell us they are unhappy with our service and have made the following changes:
- Simplified our formal complaint process
- Moved the complaint investigation and handling to the Customer Care Team
"Get back out doing repairs visits."
All new repair requests are being processed through our normal channels via our contact centre and delivered by our in-house team. We are continuing to clear the backlog of routine repairs from our Covid enforced 'emergency-plus' service, and we have contractors supporting our in-house team to get through these.
"Response time to enquiries can be quite long."
We continue to review how we do things and we focus on areas that will improve customer experience. For example, by having some Customer Service Officers specialise in responding to email and online enquiries, and identifying training opportunities based on satisfaction scores.
"You don’t listen."
We want to get to know our customers better to understand what is important to you and why. You will see opportunities for customers to get involved under our Voice of the Customer banner, and your feedback on our services is helping us to continually improve. We have a monthly session where we share what customers are telling us with the rest of the business and capture the commitments they will take on as a result.
Being a member of the Institute and acting on the results of the survey is one of our key ways 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, and act according to the needs and concerns our customers share with us.
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 GreenSquareAccord tenants, leaseholders and public open space customers. 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 these regular surveys over the coming years to learn how their work improves your experiences with us.
The survey questions focus on five areas that are critical to great customer service:
- Health and safety
The Net Promoter Score (NPS) is a score used by many organisations to compare themselves with each other. NPS is an indicator of the loyalty of a customer base to a brand. It is important to us because it will help us track overall customer satisfaction within our local communities.
We ask you “If you could, how likely are you to recommend us to a friend or colleague?” and you respond on a scale of 0 to 10.
Our NPS was -43, and our target is +15.
This score is lower than we’d like, and we have a lot of work to do to improve. We have confidence over the next year you will see a significant change in us, and in turn, you will give us higher scores!
Customer Panel updates
September Customer Panel meeting highlights – (Wiltshire, Gloucestershire, Oxfordshire)
- The Panel’s Communications Working Group has met with the Complaints and Communication Panel in the West Midlands and surrounding areas – to share findings about the definitions of vulnerability across the business. They will next consult with a wider range of customers to ensure all needs are included.
- Richard Deacon, Contact Centre Manager, updated the Panel on the progress of integrating the two contact centres, so that wherever the staff member is based they can serve all customers.
September Customer Panel meeting highlights – (West Midlands and surrounding areas)
- The Complaints and Communication Panel have met to look at several topics that have been highlighted during their role as a Designated Person in the complaints process. This includes looking into parts of the complaints process, learning/training for staff and how best they can engage with strategic level staff and processes.
- The Scrutiny Panel have continued to look at the information available to tenants in relation to antisocial behaviour. A number of fact sheets have been drafted. The Panel are now reviewing the contents and considering their use. Members from both Panels continue to support other pieces of work as requested.
If you would like to get in touch with the Complaints and Communication Panel or the Scrutiny Panel - North, either to raise a query or to join, you can contact firstname.lastname@example.org or Peter.Helly@greensquareaccord.co.uk.