Customer Service Transformation in Social Housing 20 February 2014 “Problem Pot” #psfbuzz
May 24, 2015
Customer Service Transformation in Social Housing
20 February 2014
“Problem Pot”
#psfbuzz
What are organisations doing to train/support staff re;
channel shift e.g. the typical contact centre functions in a
HA are changing as a result – does this require different
training/systems? Similarly, what about the “frontline” staff
such as Housing Officers/Surveyors/Income Mgt – as social
media/web access is instant customer expectations re:
response times in terms of speed/style/format are changing
– how are HAs managing/preparing for this?
Could we discuss the issue about “forcing”
channel shift instead of responding to
customers preferences and what attendees
thoughts and experience of doing that were?
Is there any value in using NPS as a
customer satisfaction measure ?
Latest thinking is that “ease of use” is a key
customer satisfaction metric – is this
applicable to our sector?
Give that is could be argued that we are not
operating in a true “customer
environment” i.e. tenants cannot take their
custom elsewhere, how does that reflect and
influence the approach to customers?
Given that the latest ONS figures on UK internet
usage (75% to 90% usage) and given the sectors
demography, do people think that incentivising
channel shift is a key factor? Is it clear why
providers would want customers to channel shift,
but, given that people generally act our of self
interest, what's in it for customers?