Top 5 things to look for in Customer Feedback – Blog Update #custserve #cex


Auditors arrived today to look at our Customer Experience Measurement Programme. I’m not sure what they are up to. I probably should have paid more attention. I generally tend to approach new people I meet from a position of trust. Auditors , on the other hand , occupy a place in my mind with small children , teetotalers, … Continue reading Top 5 things to look for in Customer Feedback – Blog Update #custserve #cex

Customer Influence Blog Update – An #openbusiness


For me – an open business is one which conducts itself transparently and isn’t afraid to share what its senior leaders are thinking with its customers and its colleagues. The best idea’s and answers rarely come from executives but usually from listening to those closest to the product and closest to customers. Here is a … Continue reading Customer Influence Blog Update – An #openbusiness

Customer Annual Reports – A Million Pound Waste of Time – Blog Update #ukhousing


A customer mailed me last week about our latest reports. Here’s a snippet… ” I think these reports are largely a waste of time. The first priority of the tenant is their own home. As I have said before, if there is something wrong you will hear about it soon enough. Beyond that I doubt whether … Continue reading Customer Annual Reports – A Million Pound Waste of Time – Blog Update #ukhousing

Can you ever get 90% of people to recommend how you deal with ASB? Neighbourhood Priorities August 2011


CUSTOMER INFLUENCE GROUP NEIGHBOURHOOD OFFER GROUP PRIORITIES JULY/AUGUST 2011 How are we performing right now? At present, 89.2% customers would recommend their neighbourhood as a place to live. The safety/appearance of a neighbourhood has dropped from to 8.6 out of 10 to 7.6. Vicky Green advised that this is due to a change in the … Continue reading Can you ever get 90% of people to recommend how you deal with ASB? Neighbourhood Priorities August 2011

Do Bromford “Do What We Say We Will”? Customer Influence Meeting Notes


CUSTOMER INFLUENCE GROUP CONTACT OFFER GROUP – AUGUST 2011 This Groups purpose is to make sure we are A) Sticking to our Customer Service Offer and B) ensuring we are transparent and open when we need to improve it How are we performing right now? At present, 86.8% customers would recommend us for “doing what … Continue reading Do Bromford “Do What We Say We Will”? Customer Influence Meeting Notes

Living in Your Home – priorities July/August 2011


CUSTOMER INFLUENCE GROUP LIVING IN YOUR HOME CUSTOMER STEERING GROUP JULY 2011 How are we performing right now? 8.1 customers out 10 feel their home works for them – which is slightly less than last quarter. Gas Serving & Repairs scores have improved quite significantly with real positive comments from customers. Satisfaction with New Homes has dipped … Continue reading Living in Your Home – priorities July/August 2011