Learning through data
Like any business, feedback from customers is hugely important to Connexus. Listening to customers, through surveys, consultations and other channels, is vital to make sure the organisation stays focused on providing consistent and good-quality services to customers.
Connexus customers completed 3,195 surveys over the past year, giving us all sorts of valuable feedback and areas for improvement. Customers were asked about their opinions on everything from their initial moving-in experience to their experiences with our repairs, property upgrade, property development and customer services teams. As well as surveys taken after a customer has used a service, an anniversary survey, distributed to customers at various tenancy milestones, helps to gauge longer-term opinions on our services, properties and neighbourhoods.
Partnering with customer satisfaction survey provider IFF, Connexus has developed and improved how this information is shared back to the business, ultimately improving services. Senior managers from across the business are regularly reviewing customer feedback in a 'You said, We did' format, discussing outstanding actions and reviewing improvements made each quarter. This all helps keep teams collaborating on improving services and maintaining momentum in customer satisfaction.
You may have noticed more posts on Connexus’ social media about customer feedback and surveys. This is part of a drive to raise the profile of customer feedback among customers and staff alike, through social posts, website news stories and more visible feedback data.
Looking to the future, Connexus will be trialling SMS surveys and online surveys, giving the opportunity for even more customers to get involved.
Overall, through the much-appreciated support and honesty from our customers sharing their feedback, and increased insight and collaboration, Connexus has gained a deeper understanding of areas of satisfaction and dissatisfaction, customer trends, and services we need to focus on improving. Only Connexus customers can provide the insight the business needs to deliver better services.