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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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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Little and often: a good approach to monitoring tenant satisfaction?
It used to be accepted wisdom that a wide-ranging satisfaction survey every two or three years was the best way to keep tabs on what your tenants are thinking. This remains best practice, but times are changing: some landlords have stopped doing them altogether (bad idea), while some are doing them yearly. That might be …..Read the full article »
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Anonymity: is it the best policy?
Historically, surveys of tenants and residents have been done anonymously. So while the organisations carrying them out know who has said what, the landlord has no idea. While there were good reasons for doing things this way – everyone believed residents were less likely to complete surveys if answers could be traced back to them …..Read the full article »
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Meeting your needs: what happens during a consultation?
One of the best bits of my job is going out to see clients around the country. While there are many common issues, every single organisation – whether a housing association, a council or an arm’s-length management organisation (ALMO) – is different in its tenant mix and housing stock. The challenge – and satisfaction – is …..Read the full article »
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Surprising facts about online surveys (and how to make use of them)
Convenient and cost-effective: what’s not to like about using online surveys to find out how happy your residents are with your services? Quite a lot, as it turns out. Not only can the results be skewed in terms of the age profile, but our new analysis shows residents tend to report lower satisfaction rates when …..Read the full article »
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