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What’s new in Resident Satisfaction?

Denise Raine from Acuity discusses how resident satisfaction surveys continue to be an essential tool to shape services, improve ways of working, and enhance the customer experience. But there are compelling drivers for a refresh: a renewed focus on consumer standards, growth in digital communications, innovation from other sectors, appetite for real-time feedback, and a …..Read the full article »

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Community Investment and Fundraising

Luke Southall and Rahul Bissoonauth from OAKS provide a masterclass in community investment and fundraising. Exploring the most effective strategies and how best to utilise your skills, resources and time. The session identifies opportunities to generate additional income for your community activity, ranging from securing grants and corporate partners to managing fundraising campaigns and procuring …..Read the full article »

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Acuity Coronavirus Signpost

This page brings together key sources of information for housing providers responding to the challenges of the coronavirus pandemic. The page is updated regularly as we continue to pick up new information.  If you are aware of any useful resources which we have omitted please let us know (click here). Acuity benchmarking network Use your …..Read the full article »

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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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