With an expectation that the TSA will shake-up the way resident satisfaction data is collected we have been closely following recent thinking and debate on what changes should be made. Have we been impressed? Well, not really. While there must now be doubt that resident satisfaction is high on its priority list given the bigger issues …..Read the full article »
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Satisfaction – Where’s the Action?
In an ideal world, organisations would approach customer satisfaction measurement by establishing what is important to their customers before they decide what they are going to ask. They would use surveys to identify what is driving satisfaction, what satisfaction means to different groups of customers and what they can and cannot do to influence satisfaction …..Read the full article »
Residents’ Conferences – Purposeful Fun
A residents’ conference can be a great way to engage with your residents in interesting and innovative ways, helping put faces to names and improve communications. We think conferences can also provide an excellent opportunity for residents to express their views on services and their relationship with their landlord. If they are well designed they …..Read the full article »
Mystery Shopping – Tower Hamlets PCT
Mystery shopping is increasingly used by housing associations, local authorities, and other non-profit organisations to provide feedback on customer services. As well as being a cost-effective way of gaining insight into staff and organisational performance, it can also be a meaningful and valuable way to get service users involved. We have been supporting Tower Hamlets …..Read the full article »
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