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 »
Benchmarking and peer review is a key part of the Tenant Services Authority’s model of co-regulation and that makes it a good time for all of those involved in performance comparisons to be reviewing their performance indicators. We have initiated a project with our benchmarking groups and other small associations to agree a core set …..Read the full article »
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 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 »
With members of the bm320 benchmarking group, we have developed a salary comparison service that provides meaningful comparison between the salaries and other staff rewards with those offered by similar organisations facing similar challenges. We were aware of the diversity of job roles within the sector and pinning down roles in small organisations proved to …..Read the full article »
Within three years we believe that using email and the internet to engage with residents will be as inclusive as the current use of printed newsletters and surveys. Shifting to using electronic methods of communication with residents will provide opportunities for innovative and interesting engagement, and will be significantly cheaper and more effective, thus enabling …..Read the full article »
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