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Listening and learning from customer feedback – best practice roundtable summary

The Regulator of Social Housing has already expressed that customer satisfaction should not be a box ticking exercise. Part of the feedback cycle is demonstrating the actions and interventions you are taking.

HM Treasury (HMT) has published evaluation results from the PrizeSaver pilot scheme

Over 1 in 10 account holders listed PrizeSaver as their only savings account, suggesting the scheme encouraged some first-time savers, and over 4 in 10 said they were now saving more regularly since opening a PrizeSaver account.

What is two-way customer journey mapping?

This article will discuss what two-way customer journey mapping is, how it differs from traditional customer journeys, and how you can use this technique yourself.

The 5 benefits of customer journey mapping your complaints service

At first glance, mapping your customer’s complaints journey may not seem like a priority for social housing providers. It is an important part of the process to ensure that you are providing the best service possible to your customers.

Providing insight into claimants’ experiences of ESA and PIP

We are delighted that the Department for Work and Pensions has published our report into claimants’ experiences of completing the Employment Support Allowance (ESA) and Personal Independence Payment (PIP) questionnaires.

Innovation and knowledge development in occupational health

We are delighted that the Department for Work and Pensions and the Department of Health and Social Care have published our report on innovation and knowledge development among occupational health providers.

Flexible Operating Hours Evaluation results published

We worked in partnership with Frontier Economics to tackle this question and more, in the evaluation of the Flexible Operating Hours (FOH) pilots.

Finding the best way to communicate with your customers

Zoom calls whilst carrying out repairs, call centre staff working remotely, and closed neighbourhood offices… Continuing to provide efficient and professional customer communication has certainly had its stumbling blocks over the last 18 months.

When life presents unexpected choices

Sometimes things don’t go to plan. Sometimes we simply don’t know what we want. This is true of most things in life from choosing an ice cream flavour to buying a house.

Trust and transparency are the new key drivers of satisfaction

Asking a simple follow-up question helps you understand whether your operatives/contractors are communicating next steps, how residents feel about the communication they’ve received, and the steps you can take to improve that communication.

The Equality and Human Rights Commission publishes results of restraint in schools inquiry

The Equality and Human Rights Commission (EHRC) has published the results of their inquiry into the use of restraint in schools in England and Wales.

It’s not just about getting a well-paid job

I asked my colleagues to spend a couple of minutes thinking about why they went to university and what they wanted to get out of the experience.

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