Customer satisfaction survey

Tender description

This document is written to support Together Housing Association's approach to the market to seek a customer engagement solution for deployment in the coming months. The scope of the chosen solution is to enable Together Housing Association to meet the following objectives: — To offer a lighter touch, customer feedback solution on operational services provided by Together Housing Association; — Understand, in real-time, how our customers and tenants feel about their engagement with Together Housing Association; — To help us act on the feedback, in good time, and establish a ‘repair loop’ in the event of low satisfaction scores in order to prevent complaint escalation; to improve issue resolution times and to reduce complaints; — Understand the ‘pinch-points’ in the organisation in order to reduce any friction in the customer journey and to provide the starting point for any additional ‘deep dive’ customer research; — To pro-actively engage with our customers/tenants in order to improve the customer journey.