Crowd sourcing solutions for customer service transformation in social housing

Customer Service Transformation in Social Housing

20 February 2014

“Problem Pot”

#psfbuzz

What are organisations doing to train/support staff re;

channel shift e.g. the typical contact centre functions in a

HA are changing as a result – does this require different

training/systems? Similarly, what about the “frontline” staff

such as Housing Officers/Surveyors/Income Mgt – as social

media/web access is instant customer expectations re:

response times in terms of speed/style/format are changing

– how are HAs managing/preparing for this?

Could we discuss the issue about “forcing”

channel shift instead of responding to

customers preferences and what attendees

thoughts and experience of doing that were?

Is there any value in using NPS as a

customer satisfaction measure ?

Latest thinking is that “ease of use” is a key

customer satisfaction metric – is this

applicable to our sector?

Give that is could be argued that we are not

operating in a true “customer

environment” i.e. tenants cannot take their

custom elsewhere, how does that reflect and

influence the approach to customers?

Given that the latest ONS figures on UK internet

usage (75% to 90% usage) and given the sectors

demography, do people think that incentivising

channel shift is a key factor? Is it clear why

providers would want customers to channel shift,

but, given that people generally act our of self

interest, what's in it for customers?