We use a range of key indicators to monitor performance across the organisation. By regularly establishing a clear picture of what we’re doing well and where we need to improve, we can make more informed decisions about how and where we need to enhance customer experience and quickly address any areas of concern.
Although we’ve experienced a challenging year in terms of repairs and complaints, we’ve retained strong performance in other areas, and remain committed to ensuring we’re consistently delivering across all of our KPIs.
We can achieve this by addressing what we need to improve, ensuring we have the right resources in place and putting our customers at the centre of everything we do.
During the year, we’ve undertaken a pilot study of Tenant Satisfaction Measures and are currently utilising the findings to help improve the overall customer experience. Going forward, once these measures are more embedded, we’ll report them more regularly and in more detail.
One of our most important metrics is customer satisfaction. Currently, our overall satisfaction rating is an aggregation of all the transactional surveys we capture. These include a range of areas, such as lettings, sales, repairs, planned work, complaints, income, money advice, ASB and gas servicing.
There is some variance across the individual transaction surveys, as income call handling and annual heating servicing drive a higher level of satisfaction, while repairs represent a clear area for improvement. This is something we continue to focus on as a business priority.
We know that this information gives us clearer insight into how we’re performing in certain areas, rather than a picture of how satisfied customers are with our overall services and this is something we’ll be addressing in the next 12 months.