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Does survey timing affect the results you get?

A frequently asked question when we’re scoping a project is: when is the best time to send out a survey? You might think that the summer is optimal because the sun makes people happier, and there is evidence to support that. But being in a good mood may not mean you rate a product or …..Read the full article »

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Safe, warm and sheltered: is that how your tenants feel?

The Danes – regularly named as the happiest people in the world – talk about hygge. Roughly translated, hygge means feeling safe, warm and sheltered in a storm, usually with friends or family. The concept of hygge has spread worldwide in the past few years. Since the Grenfell fire two years ago, landlords have started …..Read the full article »

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Using satisfaction data to drive a better customer experience

In the commercial sector, good customer experience (CX) is critical to success. In fact, Gartner research from 2018 found that over 80% of commercial organisations expect to compete mainly based on customer experience in 2019. Nearly three-quarters of organisations in their multi-country survey now have a dedicated CX team, of which more than a quarter …..Read the full article »

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You’re never too small for a survey

Finding out what your residents think is now a way of life in the social housing sector. But some smaller providers have concerns around cost, confidentiality and benefit. We’ve recently been working with some of the smallest landlords in the industry, with under 100 homes – and we’ve all been blown away by the results. …..Read the full article »

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Get more out of your surveys

Customer satisfaction surveys are important, but you don’t have to do the same old thing every time. I’ve been working with landlords who are supplementing the core questions with some really interesting enquiries – and the results are even more interesting. For instance, what about your residents’ aspirations? In the past everyone has probably asked …..Read the full article »

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Housing satisfaction: are we learning to listen and listening to learn?

Simon Williams reflects on customer satisfaction and resident feedback. Why do we collect it, and how has it developed? The broad concept of ‘listening’ to better understand how people live, what they want and what they need has been around since before World War II with the introduction of the anthropological study Mass Observation. Since …..Read the full article »

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Focus on resident satisfaction

There are many ways to monitor what your customers think about your services, and focus groups can be a really important part of the mix, giving you an unrivalled source of detail and helping to inform your questioning. There’s a place for focus groups in every organisation’s strategic plan for monitoring customer satisfaction. How can …..Read the full article »

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Customer satisfaction: not rocket science, but rocket fuel

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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