Do your internal process measures tell you how good your service is for your customers? More importantly, do your measures of customer-perceived quality confirm it? Service quality is a subjective concept, and there are distinct differences between ‘internal process quality’ (the type of quality measures managers measure) and the ‘true’ quality obtained from the customer. …..Read the full article »
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There’s a customer experience revolution going on – but are our own customers being left behind?
Technology is at the heart of how many organisations engage with their clients on a day to day basis. According to The Path to 2020, a worldwide marketing research report by the Economist Intelligence Unit, it is believed that by 2020 customer experience will drive brands more than ever, leading to loyalty and a rising …..Read the full article »
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Customer Journey Mapping: helping you find the path to customer centricity?
What is a customer-centric organisation? How – and why – should you become one? And how difficult is the process? The idea has been around for more than 50 years, and Google offers more than a million results if you’re searching for a definition (which varies, but “Creating a positive consumer experience at the point …..Read the full article »
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VFM just got personal – setting corporate targets
It’s easy to lose sight of the challenge embedded in the new approach to VFM. No self-assessment to sweat over and a set of regulatory metrics that the sector finds uncontentious because housing associations pretty much dreamt them up as part of the Sector Scorecard. So where’s the catch? It’s all to do with the …..Read the full article »
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How does it fit together? Benchmarking, VFM and Sector Scorecard.
This briefing seeks to explain the connection between VFM measurement, Benchmarking and the Sector Scorecard so that Acuity SPBM members can better understand their position and respond. It considers: how we got here the Regulator of Social Housing’s (RSH) new regulatory metrics the Sector Scorecard timetable for collecting and reporting the Scorecard data including the …..Read the full article »
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Will GDPR stop you doing customer satisfaction surveys?
It’s now just weeks until the rules on data protection change dramatically. Alarming headlines about the implications of the General Data Protection Regulation (GDPR) changes are worrying for landlords. Can you still share data to enable third-party research organisations – like Acuity – to undertake surveys? Clearly, this is an issue we take very seriously, …..Read the full article »
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Regulator publishes new approach to VFM
The new approach to Value For Money (VFM) commences in less than three weeks – but the good news is that little has changed from the consultation document so there are no major surprises. The Regulator of Social Housing (RSH, previously HCA) has just published its finalised approach to VFM, which will be operative from …..Read the full article »
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Do managers know what customers think – or do they just think they do?
One of my favourite reads last year was Tomas Hult’s Do managers know what their customers think and why? in the Journal of the Academy of Marketing Science. The beauty of the article was its simplicity, revealing how perceptions can vary between providers and recipients of services. Or in other words, the managers and the …..Read the full article »
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Four common misconceptions about resident surveys
One of the best bits of my job is getting out to visit housing associations (especially when it’s sunny and the traffic is flowing). It’s always great to meet people doing their best for residents, get a better idea of how each association works, and to talk about the pros and cons of different approaches …..Read the full article »
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Tenants and the digital divide: what is the role for landlords?
I’ve mentioned residents’ internet access before now in my blogs, usually in the context of this being a limiting factor for landlords who would like to move their satisfaction surveys online. But this isn’t the only reason for social landlords to be interested in digital inclusion for tenants: many are themselves channel shifting services online …..Read the full article »
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