Home Group - Customer Insight Tracking Pilot

Tender description

Home Group is embarking on a new approach to gathering customer satisfaction by collecting timely information relating to the repairs journey in one of the six regions we operate in. The region(s) are yet to be confirmed. The number of responsive repair jobs completed each month varies by region. This ranges from approximately 800 jobs in a smaller region to 3000 in a larger region, with around 10,000 to 15,000 repairs completed nationally on a monthly basis. Home Group intends to capture customers’ satisfaction and comments at three important stages of the repairs customer journey, in a timely manner: 1. The reporting of the repair via the Customer Service Centre 2. The visit from the contractors 3. The point at which the repair is classed as complete Home Group is keen to embrace a ‘digital first’ approach to data collection, utilising channels like SMS and email where possible, but with other channels available for customers who do not have the capability to use digital channels. Keywords: Tracking , Customer Surveys, Customer Satisfaction