In July, we launched our latest research report – Great Expectations.
We worked with seven other housing associations and spoke to almost 6,000 social housing customers to hear what they expect from good customer service.
The main finding was that more than four out of five people (82%) expect the same level of service as they do from other companies, such as Amazon or Royal Mail.
But what do we do with this information? Well, we learn.
Our first step is to make sure we live and breathe these findings on a daily basis.
We have been using this research as the subject of internal training sessions where our people came along to learn about the findings and how they can make a real difference day by day.
And we’re not the only ones to do this. We’re delighted to say that our partners in the research, Orbit, have also been using the findings to educate their staff further to make a positive impact.
Furthermore, Sheffield-based Arches Housing attended our launch event in July and were inspired to share our research with their people as well as it influencing a consultation process with their own customers.
Over the next weeks and months, we will be sharing more around what we and other housing associations are doing to make sure we are listening to these findings as a sector to continue to improve our service.
If you or your housing association has been influenced by the Great Expectations research report, let us know by emailing firstname.lastname@example.org
To find out more about the research or download the report, you can find it here