What metrics do you need to use? 

Ideally, these should be related to outcomes rather than outputs. 

Traditionally, the sector has been good at the latter – that is, counting things, rather than looking at the outcomes we are trying to achieve. By having an outcome based approached with your metrics, you will be able to conduct a root cause analysis of any issues that might be arising.

One of the issues in using traditional feedback metrics is that it is out of date, point in time data, which doesn’t allow you to make the improvements you need.

We need to stop expecting one metric to tell us everything we know. 

Our support

We can help you develop a suite of metrics that give visibility of customer experience at different touchpoints and in real time.

Diagnostic tool: a review of your current metrics, highlighting your strengths and weaknesses and providing you with a roadmap to enhance and improve the metrics you collect. 

Insight tool:  expert advice, best practice examples and coaching around transactional measurements and trust metrics.

Get in touch and let's start a conversation


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.

Find out how we can help you improve your approach to resident feedback.