Our new service offer, the Accent Partnership, promises to put our residents at the very heart of our business and deliver a great customer experience.
To do this, we needed to understand what residents really thought about our services, and make sure we made the things that weren’t as good as they should be better.
In May this year, a sample of 4,000 residents were sent a new survey, the UK Customer Service Index. This a national, recognised and independent survey which helps organisations like us understand how our customers really rate us and how our service compares to other organisations.
We want to score 70+ on the survey so we can be accredited with what’s called ‘Servicemark’. We actually scored just over 58.
The score means we have some work to do, but it also gives us a real chance to home in on the service areas you have told us are an issue – and get them sorted once and for all.
Over the next few weeks, we will be working on a new plan to improve your customer experience.
We should have more to tell you later in September, but we wanted to let you know what we are doing now and say a big thank you to everyone who took time to compete the survey. Your views really do count and will help to improve the Accent customer experience for everyone.