Housing

1. Performance management and training

With Sabio Navigator, every employee or service provider, from contact centre staff to builders and plumbers, can see their personal feedback scores. This empowers people to track their performance against their peers. Managers and team leaders can see the results for their teams, monitor performance and set objectives.

This feedback also helps to show contractors and employees who don’t see themselves in a customer service role that their work has an impact on tenants. Anyone who speaks to residents, from maintenance to rental teams, can contribute to providing a positive customer experience. The feedback can highlight areas where further training or resources are required.

2. Employee engagement

Network Homes, based in London, found that employees were highly motivated by seeing their own feedback scores.

“Because the agents have their own performance data available to them, they have total ownership of their performance,” said Freda Owusu, Head of Customer Contact Centre. “There is immediate, real feedback and the agents are using it to their advantage. As well as being made aware of customers that were not satisfied, agents are getting access to all the positive comments that were given. It is the latter that creates a huge morale boost for the advisors, which also had a positive knock-on effect.”

3. Identify issues and resolve them quickly

Sabio Navigator’s sentiment and analytics tools wade through incoming customer feedback from different sources. They group feedback under different topics and themes so that managers can identify areas that need improvement. This may result in training for staff, an update to information on your website or a technology update, for example. You can also set up an alerts system so that managers are notified when any high-risk or sensitive issues are raised by customers. So, you can be proactive to safeguard your residents and staff or stop an issue escalating.

4. Be accountable and transparent

With Sabio Navigator there is no risk that an issue will be forgotten or ignored. Every piece of feedback is assigned to a relevant team or employee, so you have an audit trail of how issues are dealt with. Staff will be fully accountable, and residents will be able to track their query.

5. Increase customer satisfaction scores (CSAT)

Collecting customer feedback enables you to identify improvements to your services. So, it’s a no-brainer that customer satisfaction scores will improve, too.

At Notting Hill Genesis, which owns or manages around 36,000 homes in the South East, performance improved in more than 80% of customer service measures with Sabio Navigator.

“We have seen an improvement in customer satisfaction scores across the board. We’ve now halved the gap between us and the national benchmark, which is a huge step forward. We’re definitely seeing quarter-on-quarter and month-on-month improvement,” said their Head of Customer Experience.