Customer Service Index - How did Accent do?

In 2019, we worked with the Institute of Customer Service to take part in their nationally recognised ‘CSI’ (Customer Service Index) surveys, known as UKCSI.

We signed up to UKCSI so we could better measure and understand how Accent performs as a business, and understand how well you think we perform. These things are critical to achieving our corporate strategy and business plans and our ambition to be an organisation which really does put its customers first.   

Our ambition is to achieve ‘ServiceMark’ accreditation by 2021, which we will if we get scores of 70+ on both what you tell us and what our people tell us, in terms of how they view Accent’s customer service.

The scores are out of one hundred. Last year, you scored us 58.3, this year, you scored us 66.1. This puts us in a great position to reach our target of 70 by next year.

Thank you to the 600 residents who took part – we can’t hope to improve things without you helping us.

Since the last survey we have been working hard on a number of changes:

  • We’ve worked to improve your customer experience, with the launch of the Accent Partnership and the restructure of our teams and services.
  • We have quickly adapted our repairs, lettings and tenancy support services during lockdown, focussing on your care, welfare, support and safety.
  • We’ve also introduced a new satisfaction feedback system which allows you to rate your customer experience on a number of our main services, such as repairs, customer contact and estate services.

We are also looking at how we handle your complaints, how we deal with things when they go wrong and how quickly we fix things.

What’s next?

Our next steps will be to build on what we have learned from your ratings into our future business planning. We will keep you up to date with what we are doing.

Thanks again to everyone who took part, with your help we really can improve the customer experience for everyone.

Claire Stone, Executive Director of Customer Experience

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