”'I love the fact that everything I do always aims to improve our customers experience with us.'
Our Customer Experience team support us to use customer feedback to improve services and your experience when communicating with us.
We caught up with service Improvement Lead for the Customer Experience team, Tamara, to find out how she works with customers and colleagues to support service developments.
What is customer experience, and why is it so important?
Tamara: It’s about the journey whenever a customer interacts with us and their experience of the process. It’s important because just one negative experience can have a damaging impact on the relationships with our customers. I love the fact that everything I do always aims to improve our customers experience with us.
How does measuring customer experience help improve services?
Tamara: I work on lots of projects to help improve services. I currently look after customer reviews on Trustpilot, which is an excellent way for customers to leave reviews to help us learn from their feedback and improve our services.
I manage closed-loop feedback, where we’ll contact customers who’ve said they’re dissatisfied with us when completing our customer anniversary survey. This is an opportunity to address any issues, understand the root cause of the problem and do our very best to make it right.
I enjoy looking at how I can improve the ways we capture and action complaints. I meet with the Customer Resolution team every month to discuss reoccurring complaints and create suggested improvements for different service areas-which will prevent customers from experiencing similar issues in the future.
What other areas does customer experience get involved with?
Tamara: I’ve been helping introduce more digital channels, including piloting live chat, which will offer customers another way to get in touch with us.
We’re initially rolling this out for specific services and areas to help us iron out any potential issues before this goes live for all customers in the coming months.
I’m also leading a working group to help create our service standards. I’m working with colleagues from our Reairs, Estate Services, Customer Services and Housing teams to discuss the new standards and how they can help us measure and improve services.
We plan to carry out customer focus groups once this stage is complete and will be contacting involved customers to invite them to these sessions very soon.
How can I get involved?
There’s lots of other ways you get involved such as joining our Performance Allies scrutiny group, or helping us select our service partners. We’ll provide you with any necessary training to help you develop new skills too.