Text and email survey feedback
A big thank you to everyone who has responded to the text or email surveys we send out after accessing some of our services.
In the last 12 months we’ve had over 10,000 responses, (an average of 29% each month) and 70% of these included a comment for us to work with.
However, not all surveys reach you so please make sure we have your most up-to-date correct contact details.
What is CSAT and why is it important?
CSAT (Customer satisfaction) and sentiment scores are very important to us. These allow us to understand how we are doing and where we can improve. CSAT is a customer satisfaction score between 1 to 5, 5 being the highest and a sentiment score is based on our customers feelings of the service we provided.
We ask you to score us out of 5 for how satisfied you are. Our current target is 4.7
We currently survey five service areas – repairs, complaints, moving in, moving out and contact with the Customer Service team – with more to follow.
Here are the average satisfaction and sentiment scores for these. Sentiment is based on your actual comments and is calculated using emotion-based sentiment software.
- When we receive a score of 1 or 2 we will make contact to understand more about your experience. We’ll use these comments and customer complaints to both rectify and ensure these issues are not repeated.
You said we did
The information you give us about our services is vital and as a result of customer feedback through complaints and surveys we have taken the following actions. We are looking into complaints in more detail, to improve learning, establish any trends and ultimately reduce the number received in future.
And because we’ve recently recruited a Service Improvement Manager, we'll be able to publish these more frequently moving forward.