Customer Focused Consultancy
Customer Experience
To understand your business from the customer’s point of view, we offer:
- Customer journey mapping
- Customer experience training
- Process and procedure development to support excellent customer service
Customer Satisfaction
Having achieved excellent results in increasing customer satisfaction, we offer:
- To undertake customer surveys
- Survey analysis and reporting
- Customer focus groups
- Action Planning to increase satisfaction
Resident Involvement
Customer involvement is vital to service improvement. We are able to help you and your residents with:
- Resident led scrutiny
- Resident Involvement Strategy
- Structures for involvement
- Resident workshops and focus groups
Recent Assignments
- Interim Head of Estates & Neighbourhoods
- Interim Head of Facilities Management
- Interim Head of Estates & Facilities
- Interim Operations Director
- Interim Head of Voids & Lettings
- Interim Head of Neighbourhood Services
- Interim Housing Director
Excellent Results!
Increased customer satisfaction:
- Increased overall tenant satisfaction by 14%
- Increased overall tenant satisfaction by 16%
- Increased satisfaction with estate management by 12%
Staff results:
- Increased staff satisfaction from 36% to 72%
- Reduced staff sickness rate from 10% to 4%
Empty Property reduction and process efficiency:
- Reduced average relet time from 47 days to 15 days
- Reduced the number of empty properties by 200, reducing monthly costs by £250k
- 25 day reduction in average relet time
Rent collection and rent arrears reduction:
- 4.75% to 2.05% reduction in rent arrears
- Reduced rent arrears by 50%
- Reduced rent arrears by 33%