Our services will support you to develop your approaches to gathering and using resident feedback to improve the customer experience.
With expertise in resident feedback, customer experience, segmentation and data, we can work with you on a single project or across your overall resident voice strategy. Our services include analysis and recommendations to support business change:
Discovery tool: addresses your current approach to resident feedback, assessing your business drivers and developing a strategy that delivers an organisation-wide approach.
Diagnostic tool: a review of your current approach to resident feedback or any aspect of each individual stage, highlighting your strengths and weaknesses and providing you with a roadmap to improve your approach to resident feedback.
Insight tool: provides expert advice, best practice examples and coaching around a specific aspect of resident feedback, including segmentation techniques, feedback loops and experiential metrics.
Data service: enables you to build a data-driven organisation, ranging from a high-level data diagnostic or data governance framework to training for data stewards or e-learning data modules for everyone in your organisation.
Our resident feedback framework
The response of social housing organisations to the Covid-19 pandemic and their engagement with their residents provides an unprecedented opportunity.
Our framework, developed and published in 2020, can help you build on that engagement and implement a resident feedback model that has the experience of residents – and their voice – at the heart of the business of social housing.