Voice round up – January 2025

We’ve had another great month of engagement on Voice, our customer feedback platform. Thank you to everyone who has taken part. We use the feedback we get from Voice to help improve the services we offer at Amplius.

Here are the results of the last few surveys and polls.

Customer effort score survey

Thank you to everyone who took part in the Customer Effort Score survey last month. We wanted to find out how easy our customers feel we are to deal with and what we can do to improve.

Overall, 126 Voice members took part in this survey, and overall, 59% agreed that we are easy to deal with. Just under a quarter (23%) disagreed. We’re using the results to understand improvement opportunities and how we can make the customer journey a better experience.

To help us do this, we asked those who disagreed for any reasons why they felt this way. Some themes from the comments were around difficulty in getting through on the phone, outstanding queries and response times. 

We also asked those who had reported a repair within the last 12 months how easy they felt it was to get the repair resolved. 40% agreed it was easy to get their repair resolved. This is something we really want to improve, and your feedback from this survey, alongside analysis from other customer interactions, will help us with our plans for the months ahead.      

Finally, we asked if you could make one improvement to make us easier to deal with, what would it be? Below are some of the ideas that you shared that would improve things for you.

Faster response time on the phone, maybe an email address that would be monitored and responded to quickly as an alternative.

Improve time from reporting repair to getting it resolved and dealt with.

Better communication between everyone.

Notify us of when repair contractors are going to do the jobs instead of contractors phoning or turning up unannounced.

Poll results

Voice also gives you the chance to take part in some polls that are just for fun. Here are your responses to the poll we posted about your favourite Christmas movie.

What’s coming up

Do you follow Amplius on Facebook? What would you like to see more, or less of? Look out for an invitation to our social media survey, which will be coming soon!

Join Our New Complaint Working Group!

Are you passionate about improving services and making a difference? We’re launching a Complaint Working Group, and we’d love for you to get involved!

Meetings: Held monthly on Microsoft Teams

First Meeting: First week of February 2025

Purpose: Help shape how we handle complaints and enhance customer satisfaction

Your insights can drive real change! To join or find out more, you can visit the project page here.

The closing date for this is 27 January and the first meeting will be on 4 February at 4pm, the duration should be no longer than an hour.

Get involved now!

It’s not too late to sign up if you haven’t done so already. Simply head to voice.guhg.co.uk now.

It’s totally anonymous and by joining Voice, you’ll be able to help shape and improve our services to give you the best possible experience.

Remember to log in regularly to make sure you have completed the latest activities.

And once you’ve signed up, don’t forget to add [email protected] to your safe senders/contact list. That way you can be kept informed when new polls, surveys and forums go live.