Reality check for Redland’s customer services
We tested our Customer Services using residents trained as
mystery shoppers and the results have now been presented to the
Redland Management Team, to the Redland Residents’ Committee, to
the whole staff team, and the Customer Care focus group.
The results showed that Redland performed to our published
standards for:
- replying to written communication within 14 days 83% of the
time (target 95%);
- making sure callers can speak to someone able to deal with
their query 92% of the time (target 70%); and
- providing accurate information and advice to customers 69% of
the time.
The mystery shoppers made recommendations to improve the service
provided which the management team agreed to and in response agreed
the following actions.
- Continue to promote the service standards among staff,
particularly standards for letters and emails
- Increase target for making sure callers speak to someone able
to deal with their query
- Concentrate customer service training on focussing on the
customer’s needs
- Support staff to be generous with information and be confident
it is accurate, by running short training sessions on new policies,
putting together a directory of information and frequently asked
question for the staff, and reviewing the residents leaflet
series.
If you would like to read the full report you can download
it opposite or contact Philippa, the Tenant Liaison Officer on
0117 316 7219 or email to Philippa.barton@redlandha.co.uk.